This in turn enable them to tailored their service to meet the customers expectations. After the initial set up, the user needs minimum effort to update and maintain this dashboard.

Comparing the support costs in relation with your revenue will help you to evaluate how much your customer service represents compared to your total revenue. However, when it comes to quality metrics, there is a lot of randomness and variance. Monitor multiple support channels in one view to help your team maintain excellent standards. Thank you so much for your generosity and enthusiasm to educate us. Building this profile enable the company to better understand their customers. Finally, compare your NPS to the one of your competitors – if they are much higher, you should figure out how you could improve your services, but if they are lower, you are doing fine.

Today, we begin a new series on Chandoo.org – Making a Customer Service Dashboard using Excel.

The form collects the needed information and this becomes the "database" which the company use to analyse the trends and observations about their customers profile.

The higher this score, the better of course. The Main Objective building a one-page excel kpi dashboard for tracking the actual status of key performance indicators. A customer service KPI or metric is a performance measurement that is used by customer service teams and by the customer support management to monitor, visualize, analyze and optimize customer relations by taking advantage of an advanced 360-degree customer view.

A growing retention rate is what every company should aim for, and that’s why it should be amongst the main support metrics to measure. And we can see this instantly without having to dig into a report.

If at some point they reach an unusually high percentage, it might be good to dig deeper.

It would make sense to compare your results over time to see if you generate positive or negative growth. Implementing a writing-box can also be a good way to receive qualitative feedback that helps you know what is working. The first call resolution rate is one of the most important customer service performance metrics to track. Assessing the performance of your agents is important to know how they are working. You need to keep that score low, otherwise you will have frustrated customers complaining on how difficult it is to use your services, usually on social media or rating platforms; and they might well end up terminating their partnership with you to go for a competitor with a more user-friendly approach. In our example, we can see that October has brought a higher number of lost customers while December had quite a positive increase. Excel dashboards and templates can be very useful when you need to assess the execution of key metrics. 8.

Customer Service Dashboard examples. With the help of customer analytics software, you will find all important information on a single screen, and get ready to tackle into basic and deep analysis of vital customer information and create an interactive and comprehensive customer service report.

Even if that requires a little bit of time to write, you will be rewarded with plenty of time saved in the future. The goal is, of course, to grow the business, but if you see that some months haven’t performed quite well, it makes sense to investigate why and avoid such scenarios in the future. Over time though, we wanted to better understand whether the efforts were translating into better outcomes for customers, and to monitor this over time. A good FCR rate will probably increase the average handle time (AHT), but it shouldn’t be an issue – in the end, a long customer interaction that achieves FCR means lower AHT than multiple contacts with a frustrated customer.

The main purpose of the Bestpass company dashboard is to surface key business metrics, and to help the team react faster as the metrics change. In this article, you will find a detailed rundown of the essential customer service KPIs, critical for agents, managers, and leaders in companies that deal with customers on a daily basis. Monitoring these customer service metrics is important for you to know if you are performing well in comparison to this predefined goal. The metrics on this dashboard are grouped by channel so we can easily focus on a particular area when we look up at the dashboard. In our example, we have visualized the monthly customer churn rate over the course of almost a year and, in this case, calculations include cancellations and downgrades.