How we measure CX performance with Airi
Airi combines CSAT, NPS classification, and operational support metrics so your team can improve quality with clear numbers, not assumptions.
Core CX metrics we track
Each metric answers a different question. Together they show customer experience quality and team execution quality.
CSAT (Customer Satisfaction)
Tracks how satisfied customers are right after support interactions.
Primary use: Spot weak conversations quickly and coach specific agent behaviors.
NPS Segments
Groups responses into promoters, passives, and detractors to show loyalty trends.
Primary use: Prioritize follow-ups for detractors and scale what works for promoters.
Speed and Resolution Metrics
Measures first response time, time to resolution, and reopened cases.
Primary use: Balance fast replies with complete resolutions.
Conversation Quality Signals
Aggregates coaching outcomes, sentiment changes, and consistency across channels.
Primary use: Find which workflows improve quality and which need process changes.
How classification powers analytics
Airi classifies every conversation so metrics are segmented and actionable, not just global averages.
Category
Issue type (question, complaint, bug, billing, and more) helps compare quality by problem type.
Priority and urgency
Separates high-risk conversations from routine requests for clearer SLA and staffing decisions.
Sentiment and outcomes
Connects sentiment shifts and final resolution status to CSAT/NPS movement over time.
How teams use metrics in practice
Daily
Team leads watch low CSAT, long response times, and unresolved conversations to unblock shifts quickly.
Weekly
Managers review category-level trends, compare channels, and run focused coaching sessions.
Monthly
Leadership tracks CX trajectory using CSAT, NPS segments, and efficiency metrics to plan process changes.
Ready to turn CX metrics into action?
Open your workspace analytics, review current trends, and set one improvement target for this week.
Tip: Start by improving one metric per week. Small consistent gains in CSAT and resolution speed compound fast.