Monthly Customer Service Level Analysis - Discount Stores

Track and analyze key customer service metrics including response times, resolution rates, and satisfaction scores across channels to optimize service delivery and customer experience in discount retail stores.

Report Objective

Monitor and evaluate customer service performance across all channels, focusing on service level metrics, resolution effectiveness, and customer satisfaction to ensure optimal support delivery while maintaining cost-efficiency in the discount retail environment.

Response Time and Resolution Rates

Time series analysis of core service metrics

Questions to Consider:

Apr 2024May 2024Jun 2024month4.24.44.64.85.0avg_response_time_minutesavg_response_time_minutesHow are key service metrics trending month-over-month?Response times and resolution rates show consistent improvement over the past quarter

  • What is the trend in average response time?

  • Are there seasonal patterns in response times?

  • How do current metrics compare to service level targets?

  • What is the relationship between CSAT and FCR?

  • Are we meeting our customer satisfaction targets?

  • Which months showed the best/worst performance?

Apr 2024May 2024Jun 2024month4.14.24.24.34.3customer_satisfaction_scorecustomer_satisfaction_scoreHow is customer satisfaction trending against first contact resolution?Customer satisfaction scores correlate strongly with first contact resolution rates

Channel Performance Analysis

Comparative analysis of service channels

Questions to Consider:

PhoneChatEmailSocial Mediachannel05,00010,00015,00020,00025,000sum(volume)sum(volume)How does inquiry volume vary across service channels?Phone and chat channels handle majority of customer inquiries

  • Which channels are most utilized by customers?

  • Is the current channel mix optimal for our customer base?

  • Should we adjust staffing based on channel volume?

  • Which channels are most effective at resolving issues?

  • Are there opportunities to improve resolution rates in specific channels?

  • How do channel resolution rates impact overall satisfaction?

PhoneChatEmailSocial Mediachannel0.0%500.0%1000.0%1500.0%2000.0%sum(resolution_rate)sum(resolution_rate)How do resolution rates compare across channels?Phone support maintains highest resolution rate among all channels

Issue Categories and Resolution Time

Analysis of service issues by category

Questions to Consider:

Product InfoReturnsBillingShippingTechnicalissue_category05,00010,000sum(ticket_count)sum(ticket_count)What are the most common customer service issues?Product information and returns comprise majority of service tickets

  • Which issue categories require the most attention?

  • Are there preventable issues that could be addressed proactively?

  • How does issue distribution affect staffing needs?