Track and analyze customer satisfaction trends, feedback patterns, and issue resolution metrics across all communication channels to identify areas for service improvement and maintain high customer satisfaction levels.
Monitor and evaluate customer feedback metrics on a weekly basis to identify trends, assess service quality, and drive improvements across all communication channels. Focus on key satisfaction indicators, feedback volume patterns, and issue resolution effectiveness.
Trend analysis of key satisfaction metrics including NPS and CSAT scores
Questions to Consider:
How are overall satisfaction scores trending week-over-week?
Are there any significant changes in customer sentiment?
What factors might be influencing changes in satisfaction levels?
|
Analysis of feedback volume and sentiment across different communication channels
Questions to Consider:
Which channels receive the most customer feedback?
How does sentiment vary across different channels?
Are there opportunities to improve specific channel experiences?
|
Breakdown of customer issues and their resolution metrics
Questions to Consider:
What are the most common types of issues reported?
How efficiently are different types of issues being resolved?
Are there recurring patterns in customer complaints?
|
Analyze patterns in customer feedback to identify emerging issues
Review resolution processes for most common issue categories
Evaluate channel-specific improvement opportunities
Assess training needs based on feedback patterns
Investigate correlation between resolution time and satisfaction scores
Review resource allocation across communication channels
Evaluate effectiveness of current feedback collection methods
Identify opportunities for proactive customer engagement