This template provides a high-level analysis of complaints raised by customers across delivery locations. The auto-generated report gives insights on the number of unique customer escalations, new customer complaints and the mode of complaint registration opted by customers across geographies. These inputs can be used to identify the main drivers of complaint volumes and the most common concerns raised by various customer groups. The template also includes NPS survey, and CSAT survey analyses to measure customer satisfaction levels. These values are based on the complaint volume, resolution time, CSAT, and NPS of each customer group. With this report, your team can effectively prioritize complaints and receive critical insights around customer satisfaction levels for the services being provided.

Intended audience: The Complaint Management Customer Analysis report is meant for the COO, VP-Customer Support, and Customer Service Manager.

Focus metrics: Complaint Volume, Resolution Rate, Reopen Rate, Average Resolution Time, CSAT Score, NPS, Promoter and Detractor Ratio

When to use: This template can be used to track the distribution of complaints based on customer groups and unique customers. It is very useful to get critical insights on customer satisfaction levels and loyalists of your company.

The template supports visual dashboards with relevant analytics written in natural-language summaries to provide data-driven insights for your team. 

To use this template, simply download it, connect/upload your data to the dashboard, and run the report. Start by exploring our auto-generated business analytics and create a report effortlessly in a matter of minutes. The template gives you the flexibility to customize and add comments, analysis, and insights as per your needs if required.