Track and analyze customer satisfaction metrics, response times, and issue resolution patterns to identify areas for service improvement and maintain high customer satisfaction levels.
Monitor weekly customer service performance metrics including satisfaction scores, response times, and issue patterns to ensure consistent service quality and identify opportunities for improvement in our specialty retail operations.
Line chart showing weekly CSAT and NPS trends
Questions to Consider:
How are satisfaction scores trending week-over-week?
Are there any correlations between satisfaction dips and specific events or issues?
What is the gap between our current scores and target benchmarks?
How do different store locations or regions compare?
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Line chart displaying first response time trends
Questions to Consider:
Are we meeting our response time targets consistently?
What factors contribute to response time variations?
How do peak shopping periods affect our response times?
Which channels show the fastest/slowest response times?
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Bar chart showing ticket volume and resolution rates by category
Questions to Consider:
Which issues are most common and why?
How do resolution rates vary by issue type?
Are there recurring issues that need systematic solutions?
What training or process improvements could address top issues?
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Analyze correlation between response times and satisfaction scores
Review recurring issues for potential process improvements
Evaluate staffing levels against peak customer contact periods
Assess effectiveness of self-service resources for common issues
Compare performance across different store locations and regions
Review customer feedback for specific improvement suggestions
Evaluate training needs based on issue resolution patterns
Analyze channel preferences and performance differences