Monthly Customer Service Feedback Analysis - Construction Supplies & Fixtures

Track and analyze customer service performance and satisfaction metrics across all support channels, focusing on feedback trends, response times, and issue resolution rates to optimize service delivery and maintain high customer satisfaction in the construction supplies sector.

Report Objective

Monitor and evaluate customer service performance in the construction supplies and fixtures sector through comprehensive analysis of customer feedback, support metrics, and service quality indicators. This monthly analysis aims to identify trends in customer satisfaction, common pain points, and opportunities for service improvement.

Customer Satisfaction Metrics

Time series visualization of CSAT scores and response time metrics

Questions to Consider:

Mar 2024Apr 2024May 2024month4.24.34.4csat_scorecsat_scoreHow is Customer Satisfaction Trending Over Time?CSAT scores show steady improvement over the past 12 months

  • What is the overall trend in customer satisfaction?

  • Are there any seasonal patterns in satisfaction scores?

  • How do recent scores compare to historical averages?

  • Is there a clear correlation between response time and satisfaction?

  • What is the optimal response time target for maximum satisfaction?

  • Are there any outliers that need investigation?

3.54.04.55.0avg_response_time_hours4.24.34.4csat_scoreHow Do Response Times Impact Customer Satisfaction?Analysis of correlation between response times and CSAT scores

Issue Resolution Analysis

Bar charts showing resolution rates and common issue categories

Questions to Consider:

Product SpecificationsInstallation SupportParts ReplacementTechnical Supportissue_category0%500%1000%1500%2000%sum(resolution_rate)sum(resolution_rate)How Do Resolution Rates Vary by Issue Type?Resolution rates across different categories of customer issues

  • Which issues have the highest and lowest resolution rates?

  • Are there specific categories that need improvement focus?

  • How do these rates compare to industry standards?

  • Which issues take longest to resolve?

  • Are resolution times aligned with issue complexity?

  • Where are the opportunities for process improvement?

Product SpecificationsInstallation SupportParts ReplacementTechnical Supportissue_category0.0100.0200.0300.0400.0sum(avg_resolution_time_hours)sum(avg_resolution_time_hours)What is the Average Resolution Time by Issue Category?Time to resolution varies significantly by issue type

Support Channel Performance

Comparative analysis of support channels and their effectiveness

Questions to Consider:

PhoneEmailChatWeb PortalSocial Mediachannel0.020.040.060.0sum(satisfaction_score)sum(satisfaction_score)How Do Different Support Channels Perform?Comparison of channel usage and satisfaction scores

  • Which channels have the highest satisfaction scores?

  • How does channel preference align with satisfaction?

  • Should resources be reallocated between channels?

Areas for Additional Focus