A comprehensive analysis of customer experience metrics across all touchpoints and journey stages, focusing on satisfaction trends, friction points, and channel performance to guide CX optimization efforts.
Report Objective
Track and evaluate customer experience metrics across all journey touchpoints, identifying trends in satisfaction, areas of friction, and opportunities for improvement. This quarterly review enables strategic decision-making for enhancing the overall customer journey and experience delivery.
Customer Satisfaction Trends
Time series analysis of key satisfaction metrics
Questions to Consider:
How are overall satisfaction scores trending quarter over quarter?
What is the relationship between NPS and satisfaction scores?
Are there seasonal patterns in customer satisfaction?
How does first contact resolution impact overall satisfaction?
What is the quarter-over-quarter trend in satisfaction scores?
Are there any seasonal patterns in satisfaction metrics?
How do NPS and satisfaction scores correlate?
What is the relationship between FCR and satisfaction?
Are there clear thresholds for acceptable FCR rates?
How has this relationship evolved over time?
Channel Performance Analysis
Comparative analysis of different interaction channels
Questions to Consider:
Which channels are handling the highest volume of interactions?
How does satisfaction vary across different channels?
Are there opportunities to optimize channel mix?
Which channels show the best satisfaction to volume ratio?
Which channels handle the highest interaction volumes?
How does satisfaction vary across channels?
Are there opportunities to shift volume to higher-performing channels?
Journey Friction Analysis
Assessment of pain points across customer journey stages
Questions to Consider:
Which journey stages show the highest friction scores?
How does resolution time vary across journey stages?
Are there correlations between friction scores and resolution times?
Which stages require immediate attention?
Which journey stages have the highest friction scores?
How does resolution time correlate with friction?
What patterns emerge across different journey stages?
Which stages have the longest resolution times?
Are there opportunities to reduce resolution times?
How do resolution times impact overall journey satisfaction?
Potential Areas of Additional Focus
Analyze root causes of friction in high-scoring journey stages
Evaluate resource allocation across channels based on volume and satisfaction metrics
Investigate best practices from high-performing channels for potential implementation across other touchpoints
Review first contact resolution strategies in channels with lower satisfaction scores
Assess the impact of recent CX initiatives on journey metrics
Examine correlation between resolution times and satisfaction scores
Consider cross-channel journey mapping to identify optimization opportunities
Evaluate technology requirements for improving low-performing touchpoints