Department Store Customer Experience Quarterly Review

Comprehensive analysis of customer service performance metrics across all channels, focusing on customer satisfaction, response efficiency, and issue resolution trends to drive service excellence and customer loyalty.

Report Objective

Track and analyze key customer service metrics across all channels to identify trends, opportunities, and areas for improvement in the department store's customer experience. This quarterly review evaluates customer satisfaction scores, channel performance, and issue resolution effectiveness to support strategic decision-making in service delivery.

Customer Satisfaction Trends

Analysis of overall customer satisfaction metrics and Net Promoter Score (NPS) trends.

Questions to Consider:

Q1 2025Q4 2024Q3 2024Q2 2024quarter101.5102.0102.5sum(csat_score)sum(csat_score)How are Customer Satisfaction Scores Trending?CSAT scores show steady improvement over the past year

  • What is driving the quarter-over-quarter change in CSAT?

  • Are there seasonal patterns in satisfaction scores?

  • How do scores compare to industry benchmarks?

  • What factors are contributing to NPS changes?

  • How does NPS vary across different customer segments?

  • What initiatives have impacted promoter scores?

Q1 2025Q4 2024Q3 2024Q2 2024quarter02004006008001000sum(nps_score)sum(nps_score)Net Promoter Score (NPS) PerformanceNPS showing positive momentum with increased promoter ratio

Channel Performance Analysis

Evaluation of interaction volumes and resolution rates across different service channels.

Questions to Consider:

PhoneEmailChatSocial MediaIn-Storechannel050,000100,000150,000200,000sum(interaction_volume)Q1 2025Q4 2024Q3 2024Q2 2024Interaction Volume by ChannelPhone and digital channels show increasing adoption

  • Which channels are growing fastest in volume?

  • Is channel mix aligned with customer preferences?

  • How can we optimize staffing across channels?

  • Which channels are most effective at first-contact resolution?

  • What best practices can be shared across channels?

  • How can we improve resolution rates in underperforming channels?

PhoneEmailChatSocial MediaIn-Storechannel0.0%500.0%1000.0%1500.0%sum(first_contact_resolution_rate)sum(first_contact_resolution_rate)First Contact Resolution Rate by ChannelDigital channels showing improved resolution effectiveness

Issue Resolution Effectiveness

Review of issue categories, volumes, and resolution times.

Questions to Consider:

1,0002,0003,0004,0005,0006,000sum(ticket_volume)20.040.0sum(avg_resolution_time_hours)Product IssuesReturnsBillingShippingStore ExperienceIssue Categories and Resolution TimesProduct and billing issues require longest resolution times

  • Which issues take longest to resolve?

  • Are there opportunities to streamline resolution processes?

  • How can we better resource high-volume issue categories?