Quarterly Customer Service Experience Review - Phones & Handheld Devices

Comprehensive analysis of customer service performance metrics focusing on response times, issue resolution, and customer satisfaction across different device categories. This report helps identify trends, bottlenecks, and opportunities for service improvement.

Report Objective

Track and analyze key customer service metrics for phones and handheld devices to improve service quality, reduce resolution times, and enhance customer satisfaction. This quarterly review enables data-driven decisions for process optimization and resource allocation.

Service Response and Resolution Trends

Time series analysis of daily ticket volumes and response times

Questions to Consider:

2025-01-012025-02-012025-03-01date1,4001,4501,5001,550total_ticketstotal_ticketsHow are Daily Ticket Volumes and Response Times Trending?Ticket volumes show seasonal patterns with response times remaining within target range

  • Are there any notable spikes or drops in ticket volume?

  • How do weekday vs weekend volumes compare?

  • What is the overall trend in support demand?

  • Are we consistently meeting our response time targets?

  • What is the trend in resolution efficiency?

  • How do current response times compare to previous quarters?

2025-01-012025-02-012025-03-01date6.06.57.07.5first_response_time_minfirst_response_time_minHow are First Response and Resolution Times Performing?Average resolution times trending downward while maintaining quick first response

Issue Categories and Resolution Efficiency

Analysis of support tickets by category and their resolution metrics

Questions to Consider:

Software UpdatesHardware MalfunctionConnectivity IssuesBattery Issuesissue_category050,000100,000150,000200,000sum(ticket_count)sum(ticket_count)Which Issue Categories Require the Most Attention?Software updates and hardware malfunctions dominate support volume

  • Which issues are most common and time-consuming?

  • How do resolution times vary by category?

  • Are there opportunities for proactive support in high-volume categories?

Device-Specific Performance Metrics

Comparison of support metrics across different device types

Questions to Consider:

  • Which device categories show the highest customer satisfaction?

  • Is there a correlation between support volume and satisfaction?

  • What can we learn from high-performing device categories?

Smartphone PremiumSmartphone BudgetTabletBasic Phonedevice_type0.020.040.060.080.0100.0sum(satisfaction_score)sum(satisfaction_score)How Does Customer Satisfaction Vary by Device Type?Premium devices maintain higher satisfaction scores despite higher support volume