Track and analyze customer service performance metrics and feedback trends to improve service quality, identify areas for improvement, and enhance customer satisfaction across all retail channels.
Report Objective
Monitor weekly customer service performance and feedback metrics across all retail channels to identify trends, address service gaps, and implement targeted improvements. This analysis focuses on customer satisfaction scores, response times, issue resolution rates, and feedback sentiment to maintain high service standards and enhance customer experience.
Customer Satisfaction Trends
Line chart tracking CSAT scores and response volumes over time
Questions to Consider:
How are satisfaction scores trending week-over-week?
Are there particular days or times when satisfaction dips?
Which store locations or channels show the strongest/weakest performance?
What is the correlation between response time and satisfaction?
What is the week-over-week change in CSAT scores?
Are there any concerning trends in customer satisfaction?
How do current scores compare to historical averages?
How has feedback volume changed over time?
Are there specific weeks with unusual feedback patterns?
What is driving changes in feedback volume?
Issue Resolution Analysis
Bar chart showing resolution rates by issue type and average handling time
Questions to Consider:
What are the most common customer service issues?
How do resolution times vary by issue type?
Which issues have the lowest first-contact resolution rates?
Are there emerging issue patterns that require attention?
Which issues have the highest/lowest resolution rates?
Are there specific issue types requiring attention?
How do resolution rates compare across categories?
Which issues take longest to resolve?
Are there opportunities to reduce handling time?
How does handle time correlate with resolution success?
Channel Performance Metrics
Table comparing key metrics across service channels
Questions to Consider:
Which channels are handling the highest volume of inquiries?
How do satisfaction scores compare across different channels?
What is the response time variation between channels?
Are there opportunities to optimize channel distribution?
channel
inquiry_volume
response_time
Phone
735
6.4
Email
671
16.5
Chat
504
17.7
Store
615
13.3
Social Media
205
6.9
Phone
480
10.2
Email
642
10.3
Chat
1,113
11.9
Store
100
7.0
Social Media
806
1.0
Which channels are most utilized by customers?
How do response times vary across channels?
Are there channels that need additional resources?