Comprehensive analysis of customer service performance metrics focusing on satisfaction scores, response times, and issue resolution across different support channels and device types. This report helps identify trends, challenges, and opportunities for improving customer service delivery and satisfaction levels.
Monitor and analyze customer satisfaction metrics, support channel performance, and issue patterns for phones and handheld devices to drive continuous improvement in customer service delivery and maintain high satisfaction levels.
Analysis of CSAT and NPS trends to identify patterns and areas for improvement
Questions to Consider:
How do satisfaction scores vary across different support channels?
What impact do response times have on satisfaction scores?
Are there specific device types or issues that correlate with lower satisfaction?
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Evaluation of response times and resolution rates across different support channels
Questions to Consider:
Which channels are most effective for different types of issues?
How does channel performance impact customer satisfaction?
Are there capacity or resource allocation issues to address?
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Review of support ticket volumes and categories to identify systemic issues
Questions to Consider:
What are the emerging trends in support issues?
How do issue patterns vary by device type?
Are there opportunities for proactive problem resolution?
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Analyze correlation between response times and satisfaction scores
Review resource allocation across support channels
Investigate root causes of recurring issues
Evaluate effectiveness of self-service support options
Assess training needs based on issue patterns
Review knowledge base coverage for common issues
Analyze impact of recent product releases on support volumes
Evaluate customer feedback for process improvement opportunities