Find & follow
Sign up for our newsletter
| Customer Name | CSAT Score | NPS Score | Tickets Submitted (Last 30 Days) | Percentage Change in Tickets | Analysis |
|---|---|---|---|---|---|
| Xi Consulting | 1.66 | -49 | 3 | Increasing | Significant decline in NPS score and low CSAT indicate customer dissatisfaction. High number of tickets suggests recurring issues. |
| Sigma Solutions | 2.94 | -46 | 4 | Stable | Declining NPS score and below-average CSAT signal growing discontent. Continuous support requests suggest unresolved issues. |
| Psi Manufacturing | 3.85 | 19 | 3 | Stable | Moderate CSAT but lower relative satisfaction trend. Repeated tickets indicate customer frustration with recurring problems. |
| Rho Holdings | 3.42 | 1 | 2 | Stable | Neutral NPS and lower CSAT put this customer at risk. Recent support requests suggest lingering concerns. |
| Phi Enterprises | 3.34 | -35 | 2 | Increasing | Consistently poor NPS and customer complaints highlight dissatisfaction. Recent increase in ticket submissions signals churn risk. |
| Epsilon Ltd. | 3.94 | -45 | 3 | Stable | Declining NPS score suggests growing frustration. Elevated number of tickets could indicate product usability concerns. |
| Lambda Works | 3.53 | 43 | 3 | Stable | Average CSAT but multiple recent support tickets indicate growing customer troubles, posing a retention risk. |
| Acme Corp | 4.47 | 66 | 5 | Increasing | Despite a strong NPS, rising support tickets might indicate unresolved issues causing customer frustration. |
| Nu Networks | 4.49 | 65 | 3 | Stable | Steady NPS score but multiple tickets suggest service or product reliability issues that could impact retention. |
| Kappa Dynamics | 3.82 | -14 | 2 | False | Declining sentiment and dissatisfaction signs place this customer at risk. Lower engagement but rising issues concern retention. |
| Customer Name | Historical Avg. Spend | Recent Spend vs. Avg. | Support Ticket Trend | Login Frequency |
|---|---|---|---|---|
| Acme Corp | $29,409.93 | Increasing | Stable | High |
| Beta Solutions | $134,220.04 | Increasing | Stable | Medium |
| Delta Enterprises | $73,326.52 | Increasing | Stable | High |
| Eta Systems | $303,245.25 | Increasing | Stable | Medium |
| Theta Tech | $184,234.09 | Increasing | Growing | High |
| Iota Ventures | $181,332.26 | Increasing | Growing | Medium |
| Kappa Dynamics | $154,29.97 | Increasing | Growing | Medium |
| Mu Technologies | $112,013.61 | Increasing | Stable | High |
| Omega Solutions | $241,818.39 | Increasing | Growing | Medium |
| Upsilon Group | $21,276.86 | Increasing | Stable | Medium |
| Vega Tech | $8,825.78 | Increasing | Stable | Medium |
| Name | Tickets Closed (Last 30 Days) | Avg. Time to Close | Reason for Top Performance |
|---|---|---|---|
| Bob | 12 | 4 hours | Consistently resolves issues quickly and efficiently, particularly excelling in feature requests and bug reports. |
| Emma | 10 | 5 hours | Highly effective in handling billing errors and performance issues, demonstrating strong customer service skills. |
| Charlie | 9 | 6 hours | Excels at resolving login issues and performance-related concerns, ensuring minimal downtime for customers. |
| Frank | 8 | 5.5 hours | Strong at resolving critical issues like performance problems and bug reports, maintaining customer satisfaction. |
| David | 7 | 6.2 hours | Well-rounded support agent proficient in resolving bug reports, billing errors, and feature requests. |
| Issue Type | Frequency |
|---|---|
| Feature Request | 14 |
| Login Issue | 13 |
| Bug Report | 13 |
| Billing Error | 12 |
| Performance Issue | 12 |
| Company | Issue Type | Reported Cases | Avg. Time to Resolve (Days) |
|---|---|---|---|
| Xi Consulting | Bug Report | 3 | 49 |
| Sigma Solutions | Bug Report | 2 | 46 |
| Epsilon Ltd. | Bug Report | 3 | 45 |
| Phi Enterprises | Performance Issue | 2 | 35 |
| Kappa Dynamics | Performance Issue | 2 | 14 |
| Acme Corp | Billing Error | 2 | 0 |
| Beta Solutions | Billing Error | 2 | 0 |
| Nu Networks | Billing Error | 2 | 0 |
| Omega Solutions | Performance Issue | 2 | 0 |
| Tau Industries | Feature Request | 2 | 0 |
| Analysis | Description | Data Utilized | Benefit |
|---|---|---|---|
| Customer Support Efficiency | Analyze resolution times per issue type to identify bottlenecks in support response. | Support tickets, issue types, resolution times | Improves customer satisfaction by identifying slow-resolving issues and optimizing support processes. |
| Usage vs. Spend Analysis | Compare customer usage levels against their spending to identify underutilized accounts. | Usage tier, revenue by customer | Helps sales and customer success teams prioritize upsell or retention efforts. |
| Feature Request Impact | Evaluate which requested features correlate with high retention and satisfaction. | Support tickets (feature requests), churn risk, revenue | Provides data-driven insight into which product improvements drive customer success. |
| Industry Segment Growth Trends | Identify which customer segments are experiencing the highest product adoption growth. | Industry classification, revenue trends, subscription changes | Guides marketing and product positioning efforts for maximized adoption. |
| Billing Error Frequency | Assess how often billing issues arise and their impact on churn risk. | Support tickets (billing issues), churn risk | Reduces revenue leakage by identifying systemic billing problems. |
