Quarterly Customer Success Health & Satisfaction Review

Comprehensive analysis of customer satisfaction metrics, NPS trends, and support performance across segments and channels to identify areas for improvement and customer experience enhancement.

Report Objective

Track and analyze customer satisfaction, loyalty, and support efficiency across all segments and channels, focusing on quarterly trends in NPS, CSAT, and customer health scores to optimize customer experience and reduce churn risk.

Customer Loyalty & Satisfaction Trends

Analysis of NPS and CSAT scores across segments and channels

Questions to Consider:

How are satisfaction metrics trending across different customer segments?
Which channels and product lines show the strongest customer loyalty?
What factors are driving changes in customer satisfaction?

Which segments show consistent improvement or decline in NPS?
Are there significant gaps between segment satisfaction levels?
How do seasonal factors impact NPS across segments?

Which support channels deliver the best customer experience?
How does ticket severity impact satisfaction levels?
Where should we focus channel improvements?

Support Performance & Efficiency

Evaluation of support metrics and response times across channels

Questions to Consider:

How efficiently are we handling customer issues across channels?
Are there opportunities to improve first-response or resolution times?
Which support channels are most effective for different issue types?

Which channels are most efficient at handling customer issues?
Is there correlation between response and resolution times?
How do different channels handle ticket complexity?

Customer Health & Risk Assessment

Analysis of customer health scores and churn risk indicators

Questions to Consider:

Which segments show concerning health score trends?
How does product adoption correlate with customer health?
What early warning signs should we monitor for churn risk?

How are health scores distributed across segments?
Which segments have the most at-risk customers?
What patterns emerge in health score clustering?

Areas for Strategic Focus

Analyze root causes of NPS variations across segments
Evaluate channel optimization opportunities based on CSAT scores
Develop targeted improvement plans for underperforming segments
Review self-service effectiveness for high-severity issues
Assess correlation between health scores and customer engagement
Identify opportunities for proactive customer success interventions
Review resource allocation across support channels
Evaluate effectiveness of current customer health scoring model