What does KPI stand for?

Key Performance Indicator, also known as KPI, is a periodic quantifiable performance measure for a particular goal. Different teams - sales, marketing, human resources, and customer service, to name a few - can use KPIs to determine how well they're meeting their operational and strategic objectives and help them make better decisions. As customer loyalty is essential to any business, the customer service team must maintain these tracking metrics because of their daily contact with customers. By keeping KPIs on what kind of questions and complaints they receive daily, Customer Service Representatives can get acquainted with the most common topics and trends in customer behavior and the overall view of the general opinion of your company. That's a great way of rescuing customers who are at risk of abandoning your business out of the blue.