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  "documentTitle": "Customer Service Excellence 2022",
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  "notes": "The chart shows a positive correlation between the number of indicators measured and customer satisfaction scores.",
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      "text": "The more indicators we measure consistently, the higher the customer satisfaction - if we utilize our learnings to improve the business.",
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      "text": "NUMBER OF INDICATORS CONSIDERED IN MEASURING PERFORMANCE IMPACT ON CUSTOMER SATISFACTION",
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      "text": "73% Quality of service/ contact/fulfilment\n51% Time taken to resolve an issue\n45% SLA fulfillment\n44% The number of issues solved in a given period\n40% FCR - First Contact Resolution\n39% Sales indicators",
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      "text": "Across all regions, quality of service is the most used metric. Time required to resolve an issue is a frequently used KPI. These are the most frequently used indicators to measure the performance of teams and individual employees:",
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      "text": "Are we focusing on the right performance areas to succeed with Customer Satisfaction?",
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