CX Glossary
Key Performance Indicators are a way of measuring progress and performance achieved over time for an objective. The main difference between KPIs and metrics is that KPIs focus on strategic and operational targets to improve business outcomes. Metrics measure all the business activities that support KPIs.
KPIs focus on the most important targets to measure and evaluate the progress made upon succeeding in said target. For customer service, these can be metrics like customer satisfaction, customer effort score, net promoter score, resolution time, customer retention rate, etc.