KPIs used to measure digital customer service effect in the Netherlands in 2018
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.
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.
