What is a customer satisfaction dashboard?

As the name suggests, the purpose of a customer satisfaction dashboard is to keep track of the satisfaction of your customers. In today’s market, this metric has a growing sway over customer behavior, meaning that it’s more important than ever. Naturally, its main focus is on the all-important CSAT metric.

Everyone working in the support team will benefit from viewing this dashboard. It’s also a great metric to show not just to the other teams in your company but also to showcase to prospective customers.

Just click on the image below to take a closer look at the dashboard in action. ⬇️

Customer Satisfaction Dashboard Example

Engage your agents with customer satisfaction dashboards

Given the importance of customer satisfaction, it’s a good idea to have your CSAT score on your general customer service dashboard. However, to really dive into your satisfaction metrics, build a dedicated dashboard. Here’s an outline of some of the benefits:

Celebrate the achievement of your CS agents

Having a whole dashboard for customer satisfaction gives you the space to showcase the individual CSAT scores of your CS agents, but also the team as a whole.

Compare CSAT by channel, location and more

As you can see from our example, a huge benefit of having a dedicated satisfaction dashboard is that you can compare CSAT performance. Plecto is a completely customizable platform, so we leave it up to you when it comes to what metrics you want to measure.

Identify issues before they become too big

The great thing about visualizing your CSAT scores is that you are able to immediately take action on any dip in your feedback. Remember, while a disappointing CSAT is not what you are looking for, it’s better than receiving a negative review on a public forum.

CSAT dashboards at a glance

Who is it for?

Simply put, every employee working in the customer service team.

What does it measure?

CSAT dashboards measure how satisfied your customers are with the service they have received.

What is it great for?

Celebrating the great customer service of your agents and comparing performance across teams!

What KPIs to include?

It's a good idea to keep this dashboard simple. In our example, we focus on just the CSAT metric, and choose to divide it by the whole organization, the teams and individual agents to add an element of healthy competition.

  • Customer Satisfaction Score (CSAT)

Measures how satisfied customers are with a company's products, services, or interactions.

  • Latest Customer Feedback

Showcase the feedback received from customers regarding your products and services.

In this example, we focus primarily on CSAT scores. However, there are also some other common metrics related to customer satisfaction such as Net Promoter Score (NPS) and Customer Effort Score (CES).