Monthly Customer Service Level Analysis - Home Furnishings

Track and analyze customer service performance metrics for our home furnishings business, focusing on service level adherence, response times, customer satisfaction, and issue resolution rates to ensure excellent customer support and identify areas for improvement.

Report Objective

Monitor and evaluate the effectiveness of our customer service operations in the home furnishings sector by analyzing key service metrics, customer satisfaction indicators, and workload patterns to maintain high-quality support standards and identify opportunities for service enhancement.

Service Level Performance

Line chart showing daily service level achievement against targets

Questions to Consider:

2025-02-012025-03-012025-04-01date8600%8800%9000%9200%sum(service_level_percentage) vs. channelsum(service_level_percentage)channelHow are Service Levels Trending Across Channels?Service level performance varies by channel with phone showing highest consistency

  • Are there consistent patterns in service level variations across channels?

  • Which days show the most significant service level challenges?

  • How do different channels compare in maintaining target service levels?

  • Which issues consistently require more time to address?

  • Are there opportunities to optimize response times for specific issues?

  • How do response times correlate with issue complexity?

Delivery IssuesProduct DefectsAssembly HelpOrder Statusissue_type0100200300400sum(avg_response_time_minutes)sum(avg_response_time_minutes)Response Time Distribution by Issue TypeAssembly help and warranty claims require longest response times

Response Time and Resolution Rates

Bar charts comparing first response times and resolution metrics across channels

Questions to Consider:

Delivery IssuesProduct DefectsAssembly HelpOrder Statusissue_type0%500%1000%1500%2000%sum(resolution_rate)sum(resolution_rate)Resolution Rates by Issue TypeOrder status and delivery issues show highest first-contact resolution

  • Which issues have the highest first-contact resolution rates?

  • Are there common patterns in low-resolution issues?

  • How can we improve resolution rates for complex issues?

  • Is there a correlation between response time and resolution success?

  • Which issues show optimal balance of speed and resolution?

  • Where should we focus for improvement in both metrics?

20406080sum(avg_response_time_minutes)100%200%300%400%500%sum(resolution_rate)Average Response Times vs Resolution RatesHigher resolution rates generally correlate with faster response times

Customer Satisfaction Analysis

Bar chart showing satisfaction scores by interaction type

Questions to Consider:

Living RoomBedroomDining RoomOfficeproduct_category0.020.040.060.080.0100.0sum(satisfaction_score)sum(satisfaction_score)Customer Satisfaction by Product CategoryOffice furniture consistently receives highest satisfaction ratings

  • Which product categories show highest customer satisfaction?

  • Are there common themes in low-satisfaction categories?

  • How can we improve satisfaction in underperforming categories?