Track and analyze customer service performance and satisfaction metrics for mobile device support, focusing on feedback trends, response times, and issue resolution rates to optimize customer experience and service delivery.
Monitor and evaluate customer service performance for mobile device support through analysis of customer feedback, satisfaction scores, and service metrics. This weekly assessment helps identify emerging issues, track resolution effectiveness, and maintain service quality standards.
Line chart showing CSAT scores and NPS trends
Questions to Consider:
How are satisfaction scores trending week-over-week?
Which types of issues are receiving the lowest satisfaction scores?
Are there specific device models or customer segments showing distinct satisfaction patterns?
What is the correlation between resolution time and satisfaction scores?
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Bar charts displaying resolution rates and common issue types
Questions to Consider:
What are the most frequent customer issues this week?
How does the first-contact resolution rate compare to previous weeks?
Which issues take longest to resolve?
Are there emerging technical problems with specific device models?
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Line chart of average response times by channel
Questions to Consider:
Are we meeting our response time SLAs across all channels?
Which support channels are most effective for different issue types?
How does volume affect response times during peak periods?
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Analyze correlation between customer demographics and preferred support channels
Review knowledge base effectiveness for most common issues
Evaluate training needs based on resolution time patterns
Assess impact of recent product updates on support volume
Investigate opportunities for proactive customer communication
Review escalation patterns and root causes
Evaluate self-service adoption and effectiveness
Analyze customer feedback themes for product improvement opportunities