Track and analyze customer service performance metrics, focusing on satisfaction scores, response times, and issue resolution efficiency to maintain high service quality and identify areas for improvement.
Monitor and evaluate customer service performance in the home furnishings sector through key metrics including satisfaction scores, response times, and issue patterns. This weekly analysis helps identify service gaps, operational bottlenecks, and opportunities for process improvement.
Line chart tracking weekly satisfaction scores and first contact resolution rates
Questions to Consider:
How are satisfaction scores trending week-over-week?
What correlation exists between first contact resolution and satisfaction?
Are there specific days or times when satisfaction dips?
Which customer segments show varying satisfaction levels?
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Line chart showing average response times across weeks
Questions to Consider:
Are we meeting our response time targets?
What factors contribute to longer response times?
How do response times vary by issue type?
What is the impact of staffing levels on response times?
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Bar chart showing volume and resolution time by issue category
Questions to Consider:
Which issues are most frequent?
Are there emerging problem areas?
How do resolution times vary by issue type?
What training or process improvements could address common issues?
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