AP-226 · Question #50
The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
The correct answer is C. Customer Satisfaction (CSAT) Score. The Customer Satisfaction (CSAT) Score is the key performance indicator (KPI) that best aligns with the objective of improving customer satisfaction. CSAT directly measures the degree of satisfaction customers feel with a service or product, usually gathered through…
Question
The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
Options
- AAverage Contact Handle Time (AHT)
- CCustomer Satisfaction (CSAT) Score
- DNet Promoter Score (NPS)
How the community answered
(26 responses)- A8% (2)
- C88% (23)
- D4% (1)
Explanation
The Customer Satisfaction (CSAT) Score is the key performance indicator (KPI) that best aligns with the objective of improving customer satisfaction. CSAT directly measures the degree of satisfaction customers feel with a service or product, usually gathered through post-interaction surveys asking customers to rate their experience. It provides clear insights into how satisfied customers are, which is directly linked to the company's goal of improving customer satisfaction.
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