Quarterly Service Network Performance Assessment

Comprehensive evaluation of service network performance across key metrics including repair volumes, response times, fix rates, and customer satisfaction scores to ensure optimal service delivery and identify improvement opportunities.

Report Objective

Track and analyze the performance of our service and repair network across all locations, focusing on service quality, efficiency, and customer satisfaction metrics to maintain high service standards and identify areas for operational improvement.

Service Volume and First-Time Fix Rate Analysis

Bar chart showing repair volumes by location with first-time fix rate overlay

Questions to Consider:

Los AngelesChicagoHoustonPhoenixservice_location02K4K6K8K10Ksum(repair_volume)sum(repair_volume)How are repair volumes distributed across service locations?Service volumes vary significantly by location with 20% of locations handling 50% oftotal volume

  • Which locations are handling volumes above network average?

  • Are high-volume locations maintaining quality standards?

  • How has volume distribution changed quarter-over-quarter?

  • Is there correlation between volume and fix rates?

  • Which locations need support to improve fix rates?

  • What best practices can be shared from top performers?

300350400450sum(repair_volume)0.760.780.80.82sum(first_time_fix_rate)How do first-time fix rates compare across locations?First-time fix rates range from 65% to 95% across network

Response Time Performance

Line chart tracking average response times across service types

Questions to Consider:

Feb 2024Mar 2024Apr 2024date2022242628sum(avg_response_time_hours) vs. service_typesum(avg_response_time_hours)service_typeHow are response times trending by service type?Average response times vary significantly by service type and location

  • Which service types are meeting response time targets?

  • Are there consistent patterns in response time variations?

  • How do seasonal factors impact response times?

Customer Satisfaction Metrics

Scatter plot comparing CSAT and NPS scores by location

Questions to Consider:

  • Which locations maintain high scores on both metrics?

  • Are there locations with divergent CSAT and NPS scores?

  • What factors contribute to customer satisfaction variations?

4444sum(csat_score)404550sum(nps_score)How do CSAT and NPS scores correlate across locations?Strong correlation between CSAT and NPS scores with notable outliers