Customer complaint and satisfaction analysis dashboard

Description:

The image displays a Customer Complaint and Satisfaction Analysis Dashboard with a focus on the Net Promoter Score (NPS) which is a metric that gauges customer loyalty and satisfaction based on their likelihood to recommend a company's products or services.

1. At the top left, there's a section titled "Net Promoter Score“ Current vs Previous Year" showing a decrease in NPS by 9.6% currently, with the previous quarter experiencing a significantly larger drop of 24.78%. This suggests recent improvements in customer satisfaction despite the negative trend.

2. Below this, the "NPS Trend" graph compares the NPS versus the growth from the previous quarter. The line graph reveals considerable fluctuations in NPS with a sharp decline in Q2 2020 and a peak in Q4 2020, indicating significant shifts in customer sentiment over time.

3. In the top right section, "# of Accounts by NPS Category" is a horizontal bar graph dividing accounts into detractors (37), passives (68), and promoters (44). This offers a visual breakdown of customer attitudes toward the company.

4. The middle right section, "NPS by Account Tier," uses bar charts to show the NPS for different tiers of accounts. Tier 1 has a significant negative NPS, while the other tiers show no change, which translates to stable satisfaction levels within those tiers.

5. Lastly, "NPS Categories by Account Tier" presents a numerical distribution of account tiers categorized as detractors, passives, and promoters, providing a more detailed view of each tier's customer sentiment.

Use Cases:

This type of dashboard can be utilized across various industries to monitor and improve customer satisfaction and loyalty.

1. Banking:

Use: Assessing client satisfaction and identifying areas for service improvement.

Presenter: Customer Relations Manager

Audience: Stakeholders and Management Team

2. Telecommunications:

Use: Tracking customer feedback to optimize the user experience across services.

Presenter: Head of Customer Experience

Audience: Operations and Marketing Teams

3. Retail:

Use: Evaluating customer brand perception and developing strategies to increase brand advocates.

Presenter: Brand Manager

Audience: Sales and Customer Service Representatives

4. Healthcare:

Use: Monitoring patient experiences to enhance care quality.

Presenter: Patient Experience Officer

Audience: Healthcare Providers and Administrative Staff

5. Hospitality:

Use: Gauging guest satisfaction to refine hospitality services and offerings.

Presenter: General Manager

Audience: Hotel/Resort Staff and Management

6. Software and Technology:

Use: Measuring customer loyalty to inform product development and technical support.

Presenter: Product Manager

Audience: Development and Support Teams

7. Transportation:

Use: Analyzing traveler feedback to improve service reliability and satisfaction.

Presenter: Customer Service Director

Audience: Operations Management and Frontline Employees