Track and analyze customer service performance metrics across all specialty retail channels, focusing on customer satisfaction, response times, and issue resolution rates to optimize service delivery and enhance customer experience.
Report Objective
Monitor and evaluate customer service performance across specialty retail operations, identifying trends in customer satisfaction, service efficiency, and issue resolution. This quarterly analysis aims to highlight areas for service improvement and recognize successful practices.
Customer Satisfaction Metrics
Time series analysis of CSAT scores and Net Promoter Score (NPS) trends
Questions to Consider:
How do satisfaction scores vary by store location and product category?
What is the correlation between resolution time and satisfaction scores?
Which customer segments show the highest satisfaction levels?
What are the notable trends in CSAT scores across different regions?
Are there seasonal patterns in customer satisfaction?
Which locations consistently outperform others?
Which regions have the highest customer advocacy?
How do NPS scores correlate with store size and market type?
What factors contribute to NPS variations between locations?
Service Response and Resolution
Analysis of ticket volumes, response times, and resolution rates
Questions to Consider:
What are the peak service request periods?
How do resolution rates vary by issue type?
Are there patterns in escalation rates across different channels?
Which channels demonstrate the fastest response times?
How do response times impact customer satisfaction?
Are there specific times when response times increase?
How do resolution rates compare across different channels?
What trends emerge in resolution rates over time?
Which channels show the most consistent performance?
Channel Performance Analysis
Comparative analysis of service metrics across different support channels
Questions to Consider:
Which channels show the highest customer satisfaction?
How does first-contact resolution vary by channel?
What is the cost-effectiveness of each support channel?
date
avg_response_time
resolution_rate
channel
2024-01-02
15
85%
Phone
2024-01-03
15
85%
Email
2024-01-04
14
86%
Chat
2024-01-05
13
85%
Social Media
2024-01-06
12
85%
Phone
2024-01-07
11
86%
Email
2024-01-08
12
86%
Chat
2024-01-09
11
86%
Social Media
2024-01-10
12
86%
Phone
2024-01-11
10
85%
Email
Which channels demonstrate the best overall performance?
How do different metrics correlate within each channel?
What optimization opportunities exist for each channel?