Track and analyze key customer experience metrics across communication channels, focusing on satisfaction scores, response effectiveness, and issue resolution to optimize service delivery and customer satisfaction.
Report Objective
Monitor and evaluate customer experience performance across all communication channels, analyzing trends in satisfaction metrics, channel effectiveness, and issue resolution patterns to identify improvement opportunities and maintain service quality standards.
Customer Satisfaction Trends
Line chart showing monthly CSAT and NPS trends
Questions to Consider:
How are satisfaction scores trending month-over-month?
Are there any seasonal patterns in customer satisfaction?
What factors might be influencing changes in NPS scores?
What is the month-over-month change in CSAT scores?
How do NPS trends correlate with CSAT changes?
Are we meeting our target satisfaction levels?
Channel Performance Analysis
Bar chart comparing response times and resolution rates across channels
Questions to Consider:
Which channels are performing best in terms of response time?
How does first contact resolution vary by channel?
Are there specific channels requiring immediate attention?
Which channels are meeting response time targets?
What are the variations in response time by channel?
Are there opportunities to optimize slower channels?
Which channels have the highest resolution rates?
How do resolution rates compare to industry benchmarks?
What factors contribute to channel-specific performance?
Issue Resolution Metrics
Table showing key metrics by issue category
Questions to Consider:
Which issue categories have the highest resolution times?
Are there patterns in repeat contact rates by issue type?
How can we improve resolution times for problematic categories?
Which issue categories need immediate attention?
How can we reduce repeat contact rates?
Are resolution times improving over time?
month
issue_category
avg_resolution_time_hours
repeat_contact_rate
Mar 2024
Technical
12.0
12.0%
Mar 2024
Product
11.2
12.0%
Mar 2024
Billing
10.8
12.6%
Mar 2024
Technical
11.3
12.2%
Mar 2024
Product
11.6
12.4%
Mar 2024
Billing
12.9
12.4%
Mar 2024
Technical
13.7
12.6%
Mar 2024
Product
13.4
12.4%
Mar 2024
Billing
13.4
12.5%
Mar 2024
Technical
13.4
13.4%
Areas for Additional Focus
Analyze correlation between response times and satisfaction scores
Review staffing levels against peak volume periods
Evaluate training needs based on first contact resolution rates
Assess knowledge base effectiveness for common issues
Investigate root causes of repeat contacts
Review channel-specific customer feedback
Analyze impact of recent process changes on metrics