Customer dashboard
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This customer dashboard shows that Customer XYZ increased their net revenue, costs, and profits from 2015 to 2016. Most metrics improved from 2015 to 2016, including customer satisfaction, quality, delivery, issue credit resolution, and wallet share captured by the company. The company's product quality initiative progressed positively from a grade of C in 2015 to a grade of A/B in 2016.
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A CEO once made the case that business success is built on the millions of brief interactions between a business and its customers.
Those interactions were referred to as "Moments of Truth".
Since then, the importance of flawless customer service has become accepted across most industries.
The essential role of measurement in customer satisfaction improvement is well recognized.
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Understand the importance of measuring customer satisfaction.
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iii.
Design a customer satisfaction survey.
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Review the success of a completed survey.
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Why should you measure average first reply time?
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This metric shows how happy your customers were with the whole process: from finding out how to contact you, the actual conversations and also any follow up correspondence you might have sent.
It also helps identify pain points in order to see which aspects of your support could be improved.
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Customer dashboard
- 1. Customer XYZ Dashboard XYZ Customer 2015 2016 Net Revenue $1,000,000 $1,275,000 Cost of Goods Sold $600,000 $750,000 Sales & Administration Cost $120,000 $150,000 Technical Support $30,000 $45,000 Account Profit Dollars $250,000 $330,000 Profit Percent 25% 26% Customer Satisfaction 8 9 Quality 7 8 Delivery 6 7 Ease of Doing Business 5 5 Issue Credit 4 7 Wallet Share 50% 60% Inititiative Progress Product Quality Grade C Grade A/B