Our next customer support dashboard example is dense and tracks a lot of metrics that are common to a helpdesk dashboard as well as customer satisfaction or even a customer service KPI dashboard.

When customers recognize the efforts a brand is making, their loyalty follows, and so does sustainable business growth.
By keeping track of specific performance indicators, you can identify your strength and weaknesses, various opportunities, and room for improvement. Seeing how it evolves over time is also another way to find if you are investing your money in the right departments: overstaffing the support team for no apparent reason will increase operational costs and won’t bring a good return on investment. The Label contains the name of the category, and Polarity gives us a polarity value associated to the category. Abonnez-vous pour déverrouiller cet item, des millions d'atouts créatifs ainsi que des téléchargements à volonté. Customer satisfaction remains a top priority for today’s businesses.

Marketing Evaluate performance of marketing campaigns in terms of costs and ROI. Here are the 6 KPIs that should be in every customer service report. You are required to do this only the first time you use the add-in, so if you have already used it, you can skip this part.

Two of our Vertical Packs, Voice of the Customer and Voice of the Employee, are particularly useful for typically non-technical teams, which can now carry out their analyses easily with our last Excel integration.

A dialog to confirm the range of the table and if it has headers will appear, and the results will be converted into a table.

Finally, track additionally a certain number of metrics personally for each of your agents: first call resolution, average calls per hour, customer feedback… That will help you measure their efficiency and success and spot out who is meant to become a manager and who might need some more training.

These calculations include cancellations and downgrades because both are equally important in the churn analysis process and both cause business consequences.

As we have selected our VoC table, it will appear preselected in the Create PivotChart dialog as the data to analyze. Customer retention is the backbone of modern and successful businesses, especially the ones who want to save their resources from acquiring new customers, which is, oftentimes, much more expensive than retention. Créez des sites professionnels plus rapidement que jamais. Now it’s your turn to take our customer dashboard examples as a roadmap, and start creating your own. Customer service is a part of every company’s units and plays an important role in the company’s image.

To visualize it, we will insert a new 100% Stacked bar chart with the field Dimension in Categories, the field Polarity in Series and Count of Label in Values. The first chart we are going to create will display the distribution by dimension of all our data. In Dimension, we find the various aspects we are analyzing in the feedback and correspond to the first-level categories assigned to the text.

It will look like this: The ID and the Text are extracted from the input selected for the analysis. Then, simply deduce the percentage of promoters by the percentage of detractors, and you will have your NPS score. If you’ve taken a look at any of the Voice of the Customer models, you might have noticed that the different categories are grouped by dimensions. Working with the Voice of the Employee Pack would follow a similar pattern.

In our example, on top of the dashboard, you can see a clear overview of the NPS, loyal customer rate, the percentage of premium users, and the CLV. In our example, you can see the development over a longer period and spikes in January. Let us imagine we work for a market research department or agency interested in analyzing the Insurance industry. To have a better feeling of your score, you can compare it with your competitors’ score, if you happen to know them. This KPI evaluates the power of your referrals by simply asking one question: “on a scale from 1 to 10, how likely is it that you would recommend our service to a friend?”. The dashboard will have its own sheet, so we will create a new sheet named VoC Dashboard. Le CSAT : Score de Satisfaction Client. Open Customer Satisfaction Dashboard in Fullscreen. The trial starts the moment you first analyze a text, so users that have been using MeaningCloud for a while will also be able to try it out. One of the fields in the output of the VoC analysis is the polarity, specified for each one of the categories detected. Customer service managers, professionals, and agents have evolved into data-driven employees that need to monitor and evaluate customer service KPIs and generate insights regularly to improve the relationship with customers as well as ensure business growth. This last part is important, as in Voice of the Customer models we also categorize according to the global polarity of the text.


A customer service dashboard is a modern solution to monitor all relevant customer KPIs in an easy and accessible way.

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The longer we wait, the more impatient we become: maintaining it low will save you money and reputation. To create this chart, we will select the VoC table (you can easily do it by going to the top-left part of the table and clicking where the diagonal arrow appears) and then click on the PivotChart button in the Insert tab.

We will insert a new Stacked bar chart with the field Label in Categories, the field Polarity in Series, the Count of Label in Values and the field Dimension in Filters, selecting the values Operation and CustomerService. We can see that come months caused a higher churn than others, which, subsequently, affected also the revenue churn on the right.

You can measure it with simple, short questions surveys at the end of calls, emails exchange, or directly on your app, to evaluate your support service quality in the eyes of your customers.

You can see displayed on this customer service dashboard the response time per day of the week.

Countless studies have shown that easy access to information and support make people love a brand, and often they are willing to pay more if they know they will have a solid customer experience.


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