Monthly Customer Service Satisfaction Report - Household Electronics
Track and analyze customer satisfaction metrics across all support channels, focusing on month-over-month trends in customer feedback, response times, and issue resolution rates to optimize service delivery and customer experience.
Report Objective
Monitor and evaluate customer service performance in the household electronics sector through key satisfaction metrics, response times, and resolution rates. Identify trends and patterns in customer feedback to drive service improvements and maintain high customer satisfaction levels.
Customer Satisfaction Score (CSAT) Analysis
Line chart showing CSAT trends by product category
Questions to Consider:
How has overall satisfaction trended month-over-month?
Which product categories show the highest and lowest satisfaction scores?
Are there specific issues or themes in customer feedback affecting scores?
What correlation exists between resolution time and satisfaction scores?
Which product categories are showing consistent improvement or decline?
Are there seasonal patterns in satisfaction scores?
How do product launches affect satisfaction trends?
What is the typical range of satisfaction scores?
Which categories show the most consistent satisfaction levels?
Service Response and Resolution Metrics
Bar chart comparing first response times and resolution times across channels
Questions to Consider:
What are the average response and resolution times by channel?
How do peak service hours affect response times?
Which types of issues take longest to resolve?
What percentage of issues are resolved in first contact?
Which channels are meeting response time targets?
How do response times vary during peak hours?
What is the correlation between response time and customer satisfaction?
Which channels are most efficient at resolving issues?
How does issue complexity affect resolution times?
What percentage of issues require escalation?
Customer Feedback Analysis
Table showing key feedback themes and sentiment analysis
Questions to Consider:
What are the most common customer complaints?
How does sentiment vary across product lines?
Which support channels receive the most positive feedback?
What percentage of customers would recommend our service?
feedback_theme
sentiment_score
feedback_volume
Product Quality
0.3
94
Technical Support
0.4
172
Ease of Use
0.0
194
Customer Service
0.5
161
Product Features
0.4
152
Value for Money
1.0
10
Product Quality
0.1
292
Technical Support
0.2
10
Ease of Use
0.7
146
Customer Service
−0.4
307
Which feedback themes are most prevalent?
How does sentiment vary across feedback themes?
What is the relationship between feedback volume and sentiment?