Customer Satisfaction Now the Most Important Measure of Success Related Articles What is a Customer Satisfaction Score (and How to Calculate CSAT) The Top 10 Most Important Call Centre Metrics Why Is Measuring Customer Satisfaction So Important? Customer Satisfaction Is the Key to Success © Call Centre Helper Poll 121 Filed under - Contact Centre Research, Polls A number of new metrics have entered the contact centre arena in the past decade. But, according to our poll, measuring Customer Satisfaction remains the most important of them all. When we asked contact centre professionals, 67% agreed with this assertion, with First Contact Resolution (17%) and Net Promoter Score (9%) the second and third most popular choices. Which Is the Most Important Measure of Success for You? AHT/ FCR 17% NetPromoter Score 9% Customer Satisfaction 67% Customer Effort Score 7% Source: Call Centre Helper LinkedIn poll Votes: 88 Date: October 2021 Author: Rachael Trickey Published On: 3rd Nov 2021 - Last modified: 19th Jul 2022 Read more about - Contact Centre Research, Polls Recommended Articles What is a Customer Satisfaction Score (and How to Calculate CSAT) The Top 10 Most Important Call Centre Metrics Why Is Measuring Customer Satisfaction So Important? Customer Satisfaction Is the Key to Success Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter