Customer Experience Dashboard

Features

• NPS and CSAT trends
• Complaint categories
• Survey response rates

Requirements

• Tableau Desktop (latest version)
• Your own data source or the included sample dataset

Report pages

1. Satisfaction: CSAT and NPS trend
2. Support tickets: Volume, resolution time and backlog
3. Churn risk: Segments with falling satisfaction or rising tickets

Measures and calculations

• CSAT %: Share of survey answers rated 4 or 5
• NPS: Promoters minus detractors
• Average resolution hours: Mean time to resolve a ticket
• Churn rate %: Customers lost in the period divided by customers at the start

Data model and required fields

• Surveys[CustomerId] (Text): Customer key
• Surveys[Score] (Integer): 0-10 or 1-5 score
• Tickets[TicketId] (Text): Ticket key
• Tickets[Opened] (Date): Date opened
• Tickets[ResolutionHours] (Decimal): Hours to resolve

Compatibility and prerequisites

- Power BI Desktop (current release recommended). The report uses standard visuals only, so no custom visuals need to be installed. - Works with Import mode. DirectQuery is possible for most sources but is not tested. - Publishing and sharing needs a Power BI Pro or Premium Per User licence for you and your viewers, or a Premium capacity.

Included files

• Dashboard.pbix: The Power BI report with the data model and measures
• Setup guide (PDF): Step-by-step instructions to connect your own data

License options

• Single user: One named person may use and edit the template for their own work
• Company: Colleagues at one company may use it for that company's internal reporting
• Agency: Use with clients: contact us for a client-work licence

Changelog

Version 1.0.0

Initial release