Customer Satisfaction

Dashboard

Building a great dashboard is a combination of art and science. Connecting data to charts and graphs is the science, but visualizing the data in a meaningful way is the art of building a great dashboard. The usefulness of a dashboard is multiplied when you have the ability to easily manipulate variables to uncover trends that may not otherwise be visible. One-dimensional dashboards can be misleading and cause more harm than good. A misguided practice for correcting this problem is to add more information to the dashboard, eventually leading to a cluttered, difficult to read montage of charts and graphs. You want actionable data to correct issues and improve customer satisfaction, not a confusing mess to untangle. Our interactive dashboard allows you to monitor what’s happening with customer satisfaction in a hypothetical business that sells hockey equipment (our favorite sport at DataFive!).

Why it’s important

Customer satisfaction is a critical component for any business to maintain market share and control marketing costs. Many studies have validated that winning new customers costs more than keeping existing ones. The challenge is to understand what is important to your customers and how your business is performing against those factors. The implementation and data analysis teams at DataFive will build your business dashboards that reveal factors that matter to your customers.

Ultimately you are looking for actionable information in your customer satisfaction data to improve company performance. If not properly executed, managing your data can be an exhaustive task leading to mediocre returns on investment (and time!). The key to a successful customer satisfaction initiative is to uncover targeted areas that effect tangible improvements in service to your customers as soon as possible.

Time can be your greatest enemy when attempting to correct customer satisfaction issues. Every day lost from a customer satisfaction issue can result in loss of market share or customer loyalty. Efficient and effective business intelligence implementations minimize the time to uncover customer satisfaction trends and highlight specific areas for improvement.

Using business intelligence

Business intelligence allows you to monitor customer satisfaction trends by segment, product, region or any combination of variables to uncover how customers feel about your products or services. You need trending to know whether things are getting better or worse. You need specificity to know why customer satisfaction is leading or lagging. The true power of data analysis is unleashed when you can monitor trending and specificity as quickly as possible. It organizes all the data efficiently so you can spot what is happening immediately. The sooner you can take action to correct an issue the more likely it will minimize impact to revenue. We have seen businesses wait until revenue is impacted before asking the question of “why?” – only to discover that customer satisfaction had been trending lower for months.

We can create easy to use dashboards that will help you understand what your customer satisfaction data is telling you. Contact us today to discuss how DataFive can help you build the tools to manage customer satisfaction in your business.