Monthly Network Service Delivery Customer Satisfaction Report
Track and analyze customer satisfaction metrics across network service delivery operations, focusing on service quality, reliability, and support effectiveness to maintain high customer satisfaction levels and identify areas for improvement.
Report Objective
Monitor and evaluate customer satisfaction trends across network service delivery operations, including service reliability, technical support responsiveness, and overall customer experience. Identify emerging patterns and areas requiring immediate attention to maintain service excellence.
Service Quality and Customer Experience
Time series analysis of customer satisfaction scores and network performance metrics
Questions to Consider:
How are overall satisfaction scores trending month-over-month?
What is the correlation between network uptime and customer satisfaction?
Which service aspects receive the highest and lowest satisfaction ratings?
Are there specific customer segments showing concerning satisfaction trends?
What is the month-over-month trend in satisfaction scores?
Are there any seasonal patterns in customer satisfaction?
How do scores compare to our target benchmark?
How strong is the relationship between uptime and satisfaction?
What is the minimum uptime needed for acceptable satisfaction?
Are there any outliers that need investigation?
Support Ticket Analysis
Analysis of support ticket volumes, resolution times, and satisfaction scores
Questions to Consider:
What is the distribution of ticket resolution times?
How does first-contact resolution rate affect satisfaction scores?
Which types of issues are most common and most impactful to satisfaction?
Are there patterns in ticket escalations that need addressing?
How has resolution time changed month-over-month?
Are we meeting our target resolution times?
What factors contribute to longer resolution times?
How does our first contact resolution rate compare to industry standards?
What types of issues are most commonly resolved on first contact?
Which areas need improvement in first contact resolution?
Service Level Agreement Performance
Detailed breakdown of SLA compliance and its impact on satisfaction
Questions to Consider:
What is our current SLA compliance rate across service categories?
How do SLA breaches correlate with customer satisfaction scores?
Which service areas show the highest risk of SLA non-compliance?
Are there any concerning trends in SLA compliance?
Which service categories show the highest risk of SLA breaches?
How do SLA compliance rates impact customer satisfaction?