In the service Industry, it is important for the brand to create an emotional connect with the consumer. There are hundreds of KPIs to measure customer satisfaction 1) Service Time 2) Turnaround times 3) NPS etc. All these measures are very important and tell you if your customer service is moving in the right direction. But KPIs only tell you what has happened in numbers, but never tells you about what went wrong in a particular interaction.
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