Call center experience Construction Customer effort Surveys 
Fonolo
MAY 16, 2023
Abandonment rate: The percentage of calls that are abandoned by customers before speaking to an agent. Customer satisfaction: A metric that measures how satisfied customers are with their call center experience. Can Call-Backs Do More for your Contact Center?
Nicereply
JUNE 18, 2020
Loyal Customer Rate . Customer loyalty rate is calculated through Net Promoter Score (NPS) which is a key performance indicator introduced as a useful alternative to customer satisfaction survey. Now, a repeat customer isn’t necessarily a loyal customer, and that’s what you learn from this rate.
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