Track and analyze customer satisfaction, service performance, and issue resolution trends to improve customer experience and support efficiency
Report Objective
Monitor and evaluate customer service performance metrics, satisfaction trends, and support issue patterns for household electronics products. This weekly analysis focuses on identifying areas for service improvement and maintaining high customer satisfaction levels.
Customer Satisfaction Metrics
Track weekly CSAT and NPS scores alongside response times
Questions to Consider:
How are satisfaction scores trending compared to previous weeks?
What is the correlation between response times and satisfaction scores?
Are there specific product categories driving satisfaction trends?
What is the week-over-week change in satisfaction scores?
Are there any notable patterns or cycles in satisfaction levels?
How do current scores compare to historical averages?
How has response time changed over recent weeks?
Are we meeting our target response time goals?
What factors are influencing response time variations?
Support Issue Analysis
Review distribution of support tickets by category and resolution rates
Questions to Consider:
Which issues are most frequent and how effectively are they being resolved?
Are there emerging problem areas requiring immediate attention?
How do resolution rates vary across different issue types?
Which issues are generating the most support tickets?
Are there any unexpected spikes in specific categories?
How does the current distribution compare to previous weeks?
Which issues have the highest/lowest resolution rates?
Are there categories requiring additional support resources?
How do resolution rates compare to our target metrics?
Customer Feedback Sentiment
Analyze sentiment distribution in customer feedback
Questions to Consider:
What is the overall sentiment distribution in customer feedback?
Are there specific themes in positive vs negative feedback?
How has sentiment evolved over recent weeks?
What is the ratio of positive to negative feedback?
How has sentiment distribution changed from previous weeks?
Are there specific themes driving current sentiment trends?
Areas for Additional Focus
Investigate products or features with recurring support issues
Analyze correlation between response times and resolution rates
Review feedback patterns for specific product categories
Assess effectiveness of current resolution procedures
Evaluate training needs based on common support challenges