Track and analyze key customer service metrics including satisfaction scores, response times, and issue resolution rates across channels to identify trends, challenges, and opportunities for improving the customer experience.
Report Objective
Provide a comprehensive quarterly review of customer service performance metrics and customer satisfaction indicators to identify trends, opportunities for improvement, and potential areas of concern in the retail customer experience.
Customer Satisfaction Trends
Track quarterly CSAT and NPS scores to understand overall customer sentiment and loyalty.
Questions to Consider:
How have satisfaction metrics trended over the past quarters?
What factors might be influencing changes in customer satisfaction?
Are there seasonal patterns in satisfaction scores?
What is the quarter-over-quarter change in CSAT scores?
Are there any seasonal patterns in satisfaction levels?
How do current scores compare to historical averages?
How has NPS changed over recent quarters?
What factors might be driving changes in customer loyalty?
Are we meeting our NPS targets?
Channel Performance Analysis
Compare resolution rates and volume across different support channels.
Questions to Consider:
Which channels are handling the most customer interactions?
How do resolution rates vary by channel?
Are there opportunities to optimize channel mix?
Which channels have the highest resolution rates?
How does volume distribution align with resolution effectiveness?
Are there opportunities to shift volume to more effective channels?
Issue Resolution Analysis
Analyze common customer issues and their resolution metrics.
Questions to Consider:
What are the most common types of customer issues?
Which issues take longest to resolve?
Are there recurring patterns in issue types?
What are the most common customer issues?
How has the distribution of issues changed from last quarter?
Are there preventable issues we should address?
Which issues take longest to resolve?
Are resolution times aligned with issue complexity?