Customer Satisfaction Overview Dashboard
What's this for?
This is where you find out what customers actually think about your support. It's not just numbers - you can read real feedback and see exactly who's happy (or not) and why.
Who should look at this?
- CX Heads: Your primary tool for understanding customer sentiment and identifying coaching opportunities
- Team Managers: Use this for agent performance reviews and recognition
- Supervisors: Check this when you need to understand why CSAT dropped or celebrate wins
When to check it:
- Weekly: Deep dive into feedback trends and agent performance
- After any major changes: See how process updates affect customer satisfaction
- Before 1:1s with agents: Come prepared with specific feedback examples
- When CSAT alerts fire: Understand what's driving dissatisfaction
What to look for:
- Are customers consistently happy with specific agents?
- What are people actually saying in their feedback?
- Which ratings (1-5 stars) are we getting most?
- Any patterns in negative feedback that point to systemic issues?
Red flags:
- Agent CSAT scores suddenly dropping
- Increase in 1-2 star ratings
- Negative feedback mentioning the same issues repeatedly
- Low survey response rates (means people might not care enough to respond)
Pro tip:
Read the actual customer comments regularly. The star rating tells you the "what" but the comments tell you the "why." Use positive feedback examples in team meetings to reinforce good behaviors.
This dashboard answers: "What do customers really think about our support?"