Quarterly Technical Support Service Level Review - Tires & Rubber Products

Comprehensive analysis of technical support performance metrics including response times, resolution rates, case volumes, and customer satisfaction across product categories. This quarterly review aims to identify trends, areas for improvement, and maintain service excellence.

Report Objective

Track and analyze technical support service levels across key metrics including response times, resolution rates, and customer satisfaction. Identify trends and patterns in case volumes by product category and priority level to optimize resource allocation and maintain service excellence.

Core Service Level Performance

Analysis of primary service level metrics including first response time, resolution rate, and customer satisfaction scores.

Questions to Consider:

Feb 2024Mar 2024Apr 2024month_date1.01.52.02.53.03.5first_response_time_hrs vs. resolution_ratefirst_response_time_hrsresolution_rateHow are Key Service Level Metrics Trending?First response time and resolution rate trends over the quarter

  • Are response times meeting SLA targets across all months?

  • What factors contribute to variations in response time?

  • How does resolution rate correlate with response time?

  • What is driving changes in customer satisfaction scores?

  • How do satisfaction scores vary by month?

  • Are there correlations between CSAT and other service metrics?

Feb 2024Mar 2024Apr 2024month_date4.44.54.54.5customer_satisfactioncustomer_satisfactionCustomer Satisfaction TrendsMonthly CSAT scores and their relationship to service metrics

Case Volume Distribution

Breakdown of support cases by product category and priority level to understand support demand patterns.

Questions to Consider:

Commercial TiresConsumer TiresIndustrial TiresRubber Componentsproduct_category02,0004,000sum(case_volume)CriticalHighMediumLowCase Volume by Product Category and PriorityDistribution of support cases across products and priority levels

  • Which product categories generate the most support cases?

  • How does the priority distribution vary by product?

  • Are resources aligned with case volume patterns?

Escalation Analysis

Review of case escalation trends and resolution outcomes.

Questions to Consider:

  • What is driving changes in escalation rates?

  • How does time to escalation impact resolution?

  • Are escalation patterns consistent across months?

Feb 2024Mar 2024Apr 2024month_date8.0%8.5%9.0%escalation_rateescalation_rateCase Escalation TrendsMonthly escalation rates and time to escalation