Is NPS the most important metric in contact center performance?

For years, Net Promoter Score (NPS) has been one of the most widely used metrics in customer experience management. Its simplicity and broad adoption have made it a go-to indicator of customer loyalty. But when it comes to measuring the quality of contact center services, is NPS still the most relevant KPI? 

The short answer: NPS still matters—but it’s not enough on its own. 

NPS: Widely used, increasingly questioned 

According to the report Customer Experience in Poland: Trends, Goals, and Key Investments 2024, many companies are beginning to see the limitations and declining effectiveness of NPS. Despite this, there’s still no equally popular or proven alternative, which is why NPS is likely to remain in use for the next few years. 

Encouragingly, organizations are learning to use NPS more consciously, no longer treating it as a standalone measure or a tool for bonuses and personnel decisions. Instead, they’re exploring why it no longer fulfills that role—and how to interpret it in context. 

NPS remains valuable for tracking general sentiment, but it’s only one piece of the puzzle. To understand how well your contact center is actually performing, you need additional, more operational KPIs. 

Beyond NPS: The KPIs that define service quality 

While NPS offers a high-level view of customer loyalty, it doesn’t reveal how well individual interactions are handled or what drives satisfaction in day-to-day service. To truly measure contact center performance, you need operational KPIs that reflect service quality, efficiency, and customer effort. Below are six essential metrics that go beyond NPS—and explain what really matters in customer support.

Customer Satisfaction Score (CSAT)

CSAT tracks satisfaction with a specific interaction, such as a phone call or live chat. It’s typically collected immediately after contact. 

Why it matters: 

• Offers direct feedback on agent performance. 

• Identifies specific pain points. 

• Helps improve day-to-day operations. 

Unlike NPS, CSAT is interaction-specific, making it ideal for evaluating contact center performance. 

First Contact Resolution (FCR)

FCR shows whether the customer’s issue was resolved during the first interaction, without the need for a follow-up. 

Why it matters: 

• Indicates how well-trained and equipped agents are. 

• Reduces effort and frustration for the customer. 

• Supports lower operational costs. 

High FCR = fast resolution + higher customer satisfaction. 

Average Handle Time (AHT)

AHT is the average time spent handling a contact, including talk time and after-call work. 

Why it matters: 

• Balances speed with service depth. 

• Identifies areas for process improvement or automation. 

• Helps manage staffing needs and efficiency. 

While not a quality metric on its own, extreme AHT values often signal underlying service issues. 

Service Level (SLA)

This measures the percentage of contacts answered within an agreed time frame (e.g., 80% in 20 seconds). 

Why it matters: 

• Reflects availability and responsiveness. 

• Affects perceived reliability and professionalism. 

• Impacts customer frustration levels. 

SLA performance is often directly tied to customer abandonment and satisfaction. 

Customer Effort Score (CES)

CES evaluates how easy it was for the customer to get their issue resolved. It’s especially relevant in contact centers, where complex processes or long wait times can significantly affect satisfaction. 

Why it matters: 

• High effort = negative experience—even if the issue is resolved. 

• Helps identify friction in processes or systems. 

• Strong predictor of loyalty and future behavior. 

According to the 2024 report, CES is increasingly seen as a valuable complement to NPS, particularly in service departments. While it’s not yet fully adopted across all business areas, its role is growing—especially where efficiency and customer convenience are top priorities. 

Quality Monitoring Scores

Internal quality monitoring evaluates interactions for tone, accuracy, empathy, and compliance. 

Why it matters: 

• Ensures brand-aligned communication. 

• Supports coaching and development. 

• Detects service issues before they impact NPS or CSAT. 

Quality assurance helps maintain high standards across teams and channels. 

What about online reviews and social media? 

Interestingly, according to mentioned above report, the most recognized form of customer feedback in Poland isn’t NPS—it’s Google reviews, known by 92.6% of respondents. NPS comes in second, at 91.4%. 

This reinforces the growing importance of online reputation in shaping customer perception and purchase decisions. Monitoring customer feedback across public platforms—and responding in real time—has become crucial for maintaining a positive brand image. 

Even the best internal metrics can’t replace the influence of public reviews on your potential customers. 

Conclusion: A smarter way to measure CX 

NPS still plays a role, but its era as the single source of truth is fading. Companies are now learning to treat it as part of a broader KPI strategy, complemented by CSAT, FCR, CES, SLA, AHT, and internal quality monitoring. 

To measure real service quality in a contact center, focus on what happens during each customer interaction, how easy it is for customers to get help, and how consistently your teams deliver. Only then can you truly improve loyalty—and see the results reflected in every metric, including NPS.