Quarterly Technical Support Customer Satisfaction Review
Comprehensive analysis of customer satisfaction metrics across all support channels, focusing on key performance indicators including CSAT, NPS, resolution rates, and support efficiency metrics to drive continuous improvement in technical support services.
Report Objective
Track and analyze customer satisfaction metrics across all technical support channels to identify trends, areas for improvement, and successful support strategies. This quarterly review enables data-driven decisions to enhance customer experience and support team effectiveness.
Customer Satisfaction Trends
Line charts showing CSAT and NPS trends over the past 12 months
Questions to Consider:
How have satisfaction scores trended over the quarter?
What factors contributed to significant changes in satisfaction?
Are there seasonal patterns in customer satisfaction?
How do our scores compare to industry benchmarks?
What are the key drivers behind changes in satisfaction scores?
Are improvements sustainable and significant?
How do scores vary across different customer segments?
Support Channel Performance
Bar chart comparing resolution rates and handle times across channels
Questions to Consider:
Which channels are most effective at resolving issues?
How does customer satisfaction vary by channel?
Are there opportunities to optimize channel mix?
What best practices can be shared across channels?
Which channels are most effective for different types of issues?
What practices from high-performing channels can be applied to others?
How can we improve resolution rates across all channels?
How can we reduce handle times while maintaining quality?
What causes longer handle times in certain channels?
Are there opportunities to shift volume to more efficient channels?
Issue Categories and Resolution
Analysis of support tickets by category and resolution metrics
Questions to Consider:
Which issues are most common and time-consuming?
Are there recurring issues that could be addressed proactively?
How can we improve resolution times for complex issues?
What training or documentation could help reduce ticket volume?
Which issues should be prioritized for process improvement?
Are there opportunities for proactive support or self-service?
How can we better allocate resources across issue categories?