Track and analyze customer satisfaction trends, identify key drivers of satisfaction, and monitor service performance metrics to ensure high-quality customer experience in homebuilding services.
Report Objective
This monthly analysis tracks customer satisfaction metrics across the homebuilding journey, from initial engagement through warranty service. The report focuses on overall satisfaction trends, key drivers of customer experience, and service performance indicators to guide improvements in customer service delivery and build quality.
Overall Satisfaction Trends
Line chart showing monthly satisfaction scores and NPS trends
Questions to Consider:
How has overall satisfaction trended over the past 24 months?
What is the month-over-month change in NPS score?
Is there correlation between response rates and satisfaction scores?
Are there seasonal patterns in satisfaction levels?
What is the month-over-month trend in overall satisfaction?
How does the response rate correlate with satisfaction scores?
Are there any notable seasonal patterns?
How has NPS changed over the reporting period?
What factors might be driving changes in NPS?
Are promoters increasing relative to detractors?
Key Satisfaction Drivers
Bar chart showing satisfaction scores across different service areas
Questions to Consider:
Which service areas are performing well vs. needing improvement?
How do different aspects of service impact overall satisfaction?
What are the most common areas of customer feedback?
Which service areas are performing above/below average?
What are the largest gaps in service quality?
Which areas should be prioritized for improvement?
Service Resolution Metrics
Line chart tracking resolution times and first contact resolution rates
Questions to Consider:
How efficiently are customer issues being resolved?
What percentage of issues are resolved on first contact?
Are there trends in resolution times that need addressing?
How has resolution time changed month-over-month?
What percentage of issues are resolved on first contact?
Are there opportunities to improve resolution efficiency?