This statistic shows the results of a survey question on which KPIs are used to measure digital customer service effect in the Netherlands in 2018. The respondents indicated that the number of clicks was the most frequently used KPI for measuring digital customer service. The Customer Support Score (CES), on the other hand, was used less frequently.
According to a 2017 survey, many people in the Netherlands indicate they are fine with the use of a virtual assistant or chatbot in case of simple questions, but they prefer an actual person should questions become more difficult.
Which KPIs do you use to measure the effect of digital customer service?*
webcare teams of Dutch profit and non-profit organizations were approached through Twitter, LinkedIn, blogs and online fora to fill in a questionnaire. Additionally, there was a call-up in the Ustream newsletter and certain organizations were approached by telephone.
Method of interview
Telephone interviews and online survey
Supplementary notes
* This question was phrased by the source as follows: "Welke KPI’s worden gebruikt om het effect van digitaal klantcontact te meten?" (in English: "Which KPIs do you use to measure the effect of digital customer service?")
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Upstream. (September 17, 2018). Which KPIs do you use to measure the effect of digital customer service?* [Graph]. In Statista. Retrieved December 30, 2024, from https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/
Upstream. "Which KPIs do you use to measure the effect of digital customer service?*." Chart. September 17, 2018. Statista. Accessed December 30, 2024. https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/
Upstream. (2018). Which KPIs do you use to measure the effect of digital customer service?*. Statista. Statista Inc.. Accessed: December 30, 2024. https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/
Upstream. "Which Kpis Do You Use to Measure The Effect of Digital Customer Service?*." Statista, Statista Inc., 17 Sep 2018, https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/
Upstream, Which KPIs do you use to measure the effect of digital customer service?* Statista, https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/ (last visited December 30, 2024)
Which KPIs do you use to measure the effect of digital customer service?* [Graph], Upstream, September 17, 2018. [Online]. Available: https://www.statista.com/statistics/915096/kpis-used-to-measure-digital-customer-service-effect-in-the-netherlands/
