This template provides a high-level analysis of the tickets raised across locations by customers, both internal (employees) and external. The auto-generated report gives insights on the number of unique customer escalations, new customer complaints and the mode of ticket registration opted for by customers across geographies. These inputs can be used to identify major contributors to ticket volumes and also the most common concerns raised by different customer groups. The template also includes NPS survey and CSAT survey analyses to measure customer satisfaction. The inputs are based on the ticket volume, resolution time, CSAT, and NPS score of each customer group. With this report, your team can effectively prioritize tickets and receive critical insights around customer satisfaction levels for the services being provided.
Intended audience: The Ticket Resolution Satisfaction report is meant for the CTO, COO, CIO, Chief Customer Officer, VP - Operations (CRM/IT Ops), and the Senior Manager.
Focus metrics: Ticket Volume, Resolution Rate, Ticket Reopen Rate, Average Resolution Time, CSAT Score, NPS Score, Promoter and Detractor Ratio
When to use: This template can be used to track the distribution of tickets based on customer groups and unique customers. It is also very useful for critical insights around 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.