Weekly Customer Service Satisfaction Report - Auto Parts & Service

Track and analyze customer satisfaction metrics across retail locations and service departments, focusing on key satisfaction indicators, response times, and service quality metrics to maintain high customer service standards and identify areas for improvement.

Report Objective

Monitor and evaluate customer satisfaction levels across auto parts retail locations and service centers, analyzing feedback patterns, service quality metrics, and response times to ensure exceptional customer service delivery and identify opportunities for improvement.

Overall Customer Satisfaction Trends

Line chart showing CSAT scores by service type

Questions to Consider:

2024-03-012024-04-012024-05-01week_date4.14.24.24.34.34.3sum(satisfaction_score) vs. service_typesum(satisfaction_score)service_typeHow are Customer Satisfaction Scores Trending?CSAT scores show variations across service types with overall positive trend

  • What is the week-over-week trend in satisfaction scores?

  • Which service types show consistent satisfaction levels?

  • Are there any seasonal patterns in satisfaction scores?

  • What is the correlation between response time and satisfaction?

  • Are there clear thresholds where satisfaction drops significantly?

  • How do different service types compare in this relationship?

8101214sum(response_time_minutes)4.14.24.24.34.34.3sum(satisfaction_score)How Do Response Times Impact Satisfaction?Lower response times correlate with higher satisfaction scores

Service Response and Resolution Metrics

Bar chart displaying service resolution times and first-contact resolution rates

Questions to Consider:

Parts InquiryService SchedulingProduct ReturnsWarrantyTechnical SupportAvailabilityissue_category0.0100.0200.0300.0400.0sum(resolution_time_hours)sum(resolution_time_hours)How Efficient is Our Issue Resolution Process?Resolution times vary significantly by issue category

  • Which issues take longest to resolve?

  • Are there opportunities to improve resolution times?

  • How do resolution times compare to industry standards?

  • Which issues are most often resolved on first contact?

  • Where are the biggest opportunities for improvement?

  • How does this impact overall customer satisfaction?

Parts InquiryService SchedulingProduct ReturnsWarrantyTechnical SupportAvailabilityissue_category0.0%500.0%1000.0%sum(first_contact_resolution_rate)sum(first_contact_resolution_rate)First Contact Resolution Performance by Issue TypeTechnical support shows highest first-contact resolution rate

Customer Feedback Analysis

Table showing feedback categories and sentiment analysis

Questions to Consider:

Staff KnowledgeService QualityCommunicationWait TimesProduct QualityPricefeedback_category05001,0001,5002,000sum(feedback_count)sum(feedback_count)Distribution of Customer Feedback by CategoryStaff knowledge and service quality receive most feedback

  • What are customers most commonly providing feedback about?

  • Which areas receive the most attention from customers?

  • How has feedback volume changed over time?

  • Which aspects of service receive the most positive feedback?

  • Where are the opportunities for improvement?

  • How does sentiment vary across feedback categories?

Staff KnowledgeService QualityCommunicationWait TimesProduct QualityPricefeedback_category0.0%200.0%400.0%600.0%800.0%1000.0%sum(positive_sentiment_ratio)sum(positive_sentiment_ratio)Sentiment Analysis of Customer FeedbackProduct quality and staff knowledge receive most positive sentiment