{"id":18370,"date":"2020-01-01T12:00:17","date_gmt":"2020-01-01T11:00:17","guid":{"rendered":"https:\/\/www.topdesk.mom\/nl\/?p=18370"},"modified":"2025-07-11T10:59:28","modified_gmt":"2025-07-11T08:59:28","slug":"klanttevredenheid-meten-4-kpis","status":"publish","type":"post","link":"https:\/\/www.topdesk.mom\/nl\/blog\/klanttevredenheid-meten-4-kpis\/","title":{"rendered":"Klanttevredenheid meten 4 KPI\u2019s"},"content":{"rendered":"

Servicedesks worden steeds klantgerichter, maar de Key Performance Indicators (KPI\u2019s) blijven hetzelfde. Afdelingen meten nog steeds doorloop- en reactietijden en het aantal afgehandelde meldingen per maand. Handig, maar het vertelt niet of je klanten echt blij zijn. <\/strong><\/p>\n

Klanttevredenheid verhogen met vier nieuwe KPI’s<\/h3>\n

Overweeg je huidige KPI\u2019s aan te vullen met deze vier KPI\u2019s, zo meet je niet alleen je prestaties, maar ook de tevredenheid van je klanten.<\/p>\n

KPI 1: Customer Effort Score (CES)<\/h4>\n

Ben je op de hoogte van je Customer Effort Score<\/a> (CES)? Nee? Dat zou je wel moeten zijn. Ja? Dan weet je hoe belangrijk deze meeteenheid is voor het waarborgen van je klantgerichte aanpak. Je meet hoeveel moeite je klant moet doen om contact op te nemen met de servicedesk. Hoe minder moeite de klant hoeft te doen, hoe beter.<\/p>\n

KPI 2: In een keer goed<\/h4>\n

Wanneer je een probleem hebt, is het fijn als dit probleem gelijk wordt opgelost door de servicedesk. Met de KPI\u00a0\u2018First time right\u2019\u00a0houd je bij hoe vaak jouw afdeling fantastische diensten levert. De KPI houdt bij welk percentage meldingen direct gesloten wordt na het eerste klantcontact.<\/p>\n

Kan het niet in \u00e9\u00e9n keer opgelost worden? Lees dan hier hoe je jouw klanten blijft informeren \u00bb<\/a><\/p>\n\"\"\n

KPI 3: Selfservice-kansen<\/h4>\n

Een belangrijk onderdeel in het verhogen van klanttevredenheid, is zorgen dat klanten zelfstandiger worden. Als je hard je best hebt gedaan om al je kennis beschikbaar te stellen aan je klanten, wil je natuurlijk dat je dienstencatalogus en kennissysteem daadwerkelijk worden gebruikt.<\/p>\n

Houdt bij welke vragen de klant zelf kan beantwoorden. Zo kun je zien of je selfservice-faciliteiten beter kunnen<\/a> of meer moeten worden promoot.<\/p>\n

KPI 4: Klanttevredenheid<\/h4>\n

Laten we de belangrijkste KPI<\/a> niet vergeten: klanttevredenheid.\u00a0Vraag je klanten wat ze vinden van je dienstverlening.<\/a>\u00a0Er zijn meerdere manieren om klanttevredenheid te meten,<\/a> van\u00a0CSAT tot NPS<\/a>. Deze metingen werken het best als er regelmatig enqu\u00eates worden afgenomen in plaats van een jaarlijkse meting. Door regelmatig mening te vragen, krijg je sneller een accuraat overzicht van het effect van de inspanningen die jouw afdeling levert.<\/p>\n

Het succes van jouw afdeling wordt, zoals bij ieder andere organisatie, bepaald door de tevredenheid van je klant.<\/p>\n

Meer lezen? Download het gratis e-book<\/h4>\n

De juiste KPI\u2019s zijn onmisbaar voor een klantgerichte servicedesk. Wil je klanttevredenheid een belangrijk onderdeel maken van je dienstprocessen?\u00a0Download het e-book Best Practice Service Management (BPSM)<\/a>\u00a0en ontdek hoe jouw dienstverlening beter wordt met BPSM.<\/p>\n","protected":false},"excerpt":{"rendered":"

Servicedesks worden steeds klantgerichter, maar de Key Performance Indicators (KPI\u2019s) blijven hetzelfde. Afdelingen meten nog steeds doorloop- en reactietijden en het aantal afgehandelde meldingen per maand. Handig, maar het vertelt niet of je klanten echt blij zijn. Klanttevredenheid verhogen met vier nieuwe KPI’s Overweeg je huidige KPI\u2019s aan te vullen met deze vier KPI\u2019s, zo<\/p>\n","protected":false},"author":1,"featured_media":31335,"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-18370","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nKlanttevredenheid meten 4 KPI\u2019s | TOPdesk<\/title>\n<meta name=\"description\" content=\"Servicedesks worden steeds klantgerichter, maar KPI's gaan vaak over doorloop- en reactietijden. Ook de klanttevredenheid meten? 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