{"id":14883,"date":"2020-05-04T07:03:10","date_gmt":"2020-05-04T05:03:10","guid":{"rendered":"https:\/\/www.topdesk.com\/da\/?p=14883"},"modified":"2025-01-08T09:24:01","modified_gmt":"2025-01-08T08:24:01","slug":"kundetilfredsheds-kpier-til-servicedesken","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/da\/blog\/kundetilfredsheds-kpier-til-servicedesken\/","title":{"rendered":"4 kundetilfredsheds-KPI&#8217;er til din servicedesk"},"content":{"rendered":"<p><strong>Servicedesken bliver stadig mere kundeorienterede, men dens Key Performance Indicators (KPI&#8217;er) forbliver alligevel de samme.<\/strong><\/p>\n<h2>Vi m\u00e5ler stadig p\u00e5&#8230;<\/h2>\n<p>&#8230; varighed, responstid samt antallet af behandlede sager pr. m\u00e5ned. Det er nyttigt nok, men det fort\u00e6ller dig ikke, om dine kunder virkelig er tilfredse. Overvej derfor at bruge f\u00f8lgende 4 KPI&#8217;er for kundetilfredsheden &#8211; udover dine nuv\u00e6rende KPI&#8217;er:<\/p>\n<h2>KPI 1: Customer Effort Score<\/h2>\n<p>Holder du styr p\u00e5 din <a href=\"https:\/\/www.customerthermometer.com\/customer-surveys\/customer-effort-score-calculation\/\" target=\"_blank\" rel=\"noopener\">Customer Effort Score<\/a> (CES)? Hvis ikke, b\u00f8r du g\u00f8re det. Og hvis du g\u00f8r det, s\u00e5 ved du, hvor vigtig m\u00e5lingen er, n\u00e5r det handler om at beskytte din kundefokuserede tilgang. Du m\u00e5ler fx hvor stor en \u2019indsats\u2019, din kunde har ydet for at kontakte din servicedesk. Jo mindre indsats, des bedre. Hvorfor s\u00e5 ikke g\u00f8re CES til en KPI?<\/p>\n<h2>KPI 2: G\u00f8r det rigtigt f\u00f8rste gang<\/h2>\n<p>Findes der noget bedre end at m\u00f8de et problem, ringe til servicedesken og f\u00e5 det l\u00f8st med det samme? Det overg\u00e5s kun af slet ikke at m\u00f8de nogen problemer. Hold styr p\u00e5, hvor ofte din afdeling leverer s\u00e5dan en fantastisk service med KPI\u2019er &#8211; g\u00f8r det rigtigt f\u00f8rste gang. Den overv\u00e5ger, hvor mange procent af opkaldene, der lukkes ved f\u00f8rste kundekontakt.<\/p>\n<h2>KPI 3: Selvbetjeningsmuligheder<\/h2>\n<p>N\u00e5r kunderne bliver mere uafh\u00e6ngige, udg\u00f8r det en stor del af den \u00f8gede kundetilfredshed. N\u00e5r du yder den kr\u00e6vede indsats for at opn\u00e5 dette, skal du ogs\u00e5 sikre dig, at servicekataloget og videnbasen bruges. Sporingen af indg\u00e5ende sp\u00f8rgsm\u00e5l, som kunderne selv kan besvare, fort\u00e6ller dig, om selvbetjeningsfaciliteterne skal forbedres eller promoveres.<\/p>\n<h2>KPI 4: M\u00e5ling af kundetilfredshed<\/h2>\n<p>Og selvf\u00f8lgelig den vigtigste KPI af alle: <a href=\"https:\/\/www.topdesk.com\/da\/blog\/metoder-til-kundefeedback\/\">Kundetilfredshed<\/a>. Sp\u00f8rg dine kunder, hvad de synes om din service. Der er mange forskellige m\u00e5der at m\u00e5le kundetilfredsheden p\u00e5, <a href=\"https:\/\/www.checkmarket.com\/blog\/csat-ces-nps-compared\/\" target=\"_blank\" rel=\"noopener\">lige fra CSAT til NPS.<\/a> M\u00e5lingerne fungerer bedst med regelm\u00e6ssige unders\u00f8gelser, frem for \u00e5rlige m\u00e5linger, n\u00e5r de skal levere en mere pr\u00e6cis og \u00f8jeblikkelig indsigt i resultaterne af afdelingens indsats.<\/p>\n<h4>Download vores gratis e-bog og f\u00e5 st\u00f8rre kundefokus med BPSM<\/h4>\n<p>Brugen af de rette kundetilfredsheds-KPI&#8217;er er afg\u00f8rende for en kundefokuseret servicedesk. Vil du g\u00f8re kundetilfredshed til en v\u00e6sentlig del af serviceprocesserne? Download vores e-bog <a href=\"https:\/\/www.topdesk.com\/da\/e-boeger\/best-practice-service-management\/\">&#8216;Best Practice Service Management&#8217;<\/a> og se, hvordan du kan forbedre ydelserne med BPSM.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Servicedesken bliver stadig mere kundeorienterede, men dens Key Performance Indicators (KPI&#8217;er) forbliver alligevel de samme. Vi m\u00e5ler stadig p\u00e5&#8230; &#8230; varighed, responstid samt antallet af behandlede sager pr. m\u00e5ned. Det er nyttigt nok, men det fort\u00e6ller dig ikke, om dine kunder virkelig er tilfredse. Overvej derfor at bruge f\u00f8lgende 4 KPI&#8217;er for kundetilfredsheden &#8211; udover<\/p>\n","protected":false},"author":379,"featured_media":16954,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-14883","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":17394,"blog_hubspot_cta_link":{"title":"Download vores Best Practice Service Management e-bog","url":"https:\/\/www.topdesk.com\/da\/e-boeger\/best-practice-service-management\/","target":""},"toc_display":"compact","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>4 kundetilfredsheds-KPI&#039;er til din servicedesk<\/title>\n<meta name=\"description\" content=\"Din servicedesk er kundeorienteret, men dine KPI&#039;er er antallet af behandlede sager. 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