Monthly Customer Satisfaction Analysis - Home Improvement Retail
Track and analyze customer satisfaction metrics, service response times, and issue resolution rates to identify trends, areas for improvement, and successful service strategies in the home improvement retail sector.
Report Objective
Monitor and evaluate customer satisfaction trends and service performance metrics to ensure high-quality customer support, identify areas for improvement, and maintain competitive service standards in the home improvement retail sector.
Customer Satisfaction Trends
Analysis of key satisfaction metrics including NPS and CSAT scores
Questions to Consider:
How are overall satisfaction scores trending month-over-month?
What factors are driving changes in customer satisfaction?
Are there seasonal patterns in satisfaction scores?
What is the month-over-month trend in satisfaction scores?
Are there any significant drops or improvements in satisfaction?
How do current scores compare to our targets?
Which categories generate the most service requests?
How has the distribution of issues evolved over time?
Are there emerging problem areas requiring attention?
Service Response Performance
Evaluation of response times and resolution rates
Questions to Consider:
How effectively are we meeting our response time targets?
Which issue categories show the highest resolution rates?
What are the trends in ticket volumes across categories?
Are we meeting our target response times?
What factors impact response time variations?
How does response time correlate with satisfaction?
Which categories have the highest resolution rates?
Are there persistent issues with low resolution rates?
How do resolution rates impact satisfaction scores?
Areas for Additional Focus
Analyze correlation between response times and satisfaction scores
Review staffing levels against peak service demand periods
Evaluate training needs based on issue category performance
Assess impact of recent service improvements on satisfaction metrics
Identify opportunities for self-service solution expansion
Compare performance across different store locations or regions
Review customer feedback themes for proactive improvement opportunities