A comprehensive review of customer service performance metrics focusing on satisfaction, issue resolution efficiency, and support channel effectiveness for computer and electronics retail operations.
Track and analyze key customer service metrics to ensure high-quality support across all channels, identify areas for improvement, and maintain customer satisfaction in the competitive electronics retail sector. This quarterly review enables strategic decisions about resource allocation, training needs, and service delivery improvements.
Line chart showing monthly CSAT and NPS scores
Questions to Consider:
How have satisfaction metrics trended over the quarter?
Are there seasonal patterns in customer satisfaction?
What factors might be influencing satisfaction changes?
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Bar chart showing volume and resolution rates by issue category
Questions to Consider:
Which issues are most common and how well are we resolving them?
Are there specific categories requiring additional attention?
How do resolution rates compare across categories?
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Bar chart comparing channel usage and satisfaction scores
Questions to Consider:
Which channels are most effective at resolving issues?
How does satisfaction vary across different support channels?
Are we optimizing resource allocation across channels?
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Analyze trends in first response time and its impact on satisfaction scores
Review staffing levels across channels based on usage patterns
Identify training opportunities based on issue resolution rates
Evaluate self-service content effectiveness
Assess customer feedback patterns for product and service improvements
Review channel-specific handling procedures for high-volume issues
Examine correlation between resolution speed and satisfaction
Consider technology investments for service optimization