Post-Delivery Review: How Customer Feedback Reveals Process Gaps No KPI Captures

售后复盘：客户反馈如何揭示KPI无法捕捉的流程缺口

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The NPS survey scored 89—but the client’s unsolicited email mentioned ‘repeated calibration drift during first-week operation,’ a flaw invisible to all production KPIs.
We track 17 operational metrics per order, yet none captured the mismatch between our ‘user-friendly’ interface design and the client’s frontline technicians’ literacy levels.

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