The Goals Settings section in InputKit allows you to define measurable objectives that help track and improve your customer experience performance. By setting clear goals, you can monitor progress directly from your dashboard and better evaluate your results.
Accessing Goal Settings
To access and configure your goals:
Click on your name in the top-right corner of the platform.
Select Settings > Company.
Scroll down to the Goals Settings section.
Types of Goals You Can Define
You can set goals as percentages or in work hours depending on the metric:
Satisfaction Level
Goal: Enter a percentage (0–100).
Acceptable: Define a minimum acceptable percentage for satisfaction.
Net Promoter Score (NPS)
Goal: Enter a score between -100 and 100.
Acceptable: Define a minimum acceptable score.
First Contact with an Unhappy Customer
Goal: Define the number of working hours within which your team must contact a dissatisfied customer.
First Contact When There’s an Alert
Goal: Define the number of working hours for your team to respond to a client in case of an alert.
Why Setting Goals is Important
By setting goals, you can:
Track your progress in the dashboard (e.g., see satisfaction rate or NPS compared to your target). The target is the line at 90%.
Ensure your team reacts promptly to unhappy customers or alerts.
Establish clear benchmarks that reflect your organization’s service standards.
These goals serve as reference points to measure success and identify areas for improvement.
If you have any questions, don’t hesitate to reach out to us via the chat.