Statslab Ltd - Customer Service Report

The customer service report gives the company visibility of the company’s customer service performance. In the report, it looks at whether the company is meeting the company’s service level agreements. It also looks at the company’s performance week on week and month on month. The report has the capability to show the customer service team the break of resolved support tickets (whether the customer is satisfied or not). Not only will help the customer team to achieve their KPIs but also it helps the customer team managers understand why customers are contacting them. Another fantastic feature of the report is its ability to help the company managers understand how revenue at risk can be saved by providing a great customer service experience. This is because a correlated revenue at risk is also measured within the report. The report also reports on the reasons why customers are churning. Having a good understanding of the reasons why the customers are canceling their subscriptions to the company’s product and services can help the company develop new strategies to mitigate some of the customer pain points.

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Overall Performance – Month
  • Percentage of customer tickets resolved within 24 hours
  • Complex queries resolved within 3 days
  • Cancellations resolved within 3 days
  • Overall service level
  • Admin resolved tickets within 2 days
  • Retention rate

Customer Satisfaction - Monthly
  • Number of satisfied vs unsatisfied customers
  • Satisfied response rate
  • Satisfaction Score

Customer Satisfaction – Weekly
  • Number of satisfied vs unsatisfied customers
  • Satisfied response rate
  • Satisfaction Score
  • Previous month comparisons for Satisfaction score

Who and Why are Customers contacting us? – Monthly
  • Who are contacting us? (Premium vs Free customers)
  • Top 10 reasons for contacting

Who and Why are Customers contacting us? – Weekly
  • Who are contacting us? (Premium vs Free customers)
  • Top 10 reasons for contacting

Cancellation Performance - Monthly
  • Total revenue at risk and total revenue saved
  • Percentage revenue saved vs target
  • Revenue saved breakdown by product
  • Cancellation reason breakdown

Cancellation Performance - Weekly
  • Total revenue at risk and total revenue saved
  • Percentage revenue saved vs target
  • Revenue saved breakdown by product
  • Cancellation reason breakdown
  • A table containing detailed information about cancellation performance

Cancellation trend
  • Product cancellation trend (measured by counting the number of tickets)
  • Revenue retention trend by product

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