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Examples of Voice of Customer Reports
Total Complaints
This report combines all complaints from online reviews, customer care tickets, survey, social media, and more.
Critical Complaints
This report tracks 1 Star reviews and "Critical" complaints from your customers.
Online Reviews
Quickly comprehend what people topics people are writing about when rating your company.
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CC Ticket Complaints
Track the volume and topics of your customer care tickets .
Survey Feedback
Aggregate all survey data into a central report spot.
Customer Comments
Allow your team to read and have access to actual customer comments and feedback.
Examples of Operational Reports
Complaints by Day
Answers the following questions:
1. Which days are causing the most complaints?
2. Have they always caused this many complaints?
3.When people complain on specific days, what do they complain about?
Complaints By Time
Answers the following questions:
1. Which time period is causing the most complaints?
2. What are the trends in complaint volume over-time?
3.When people complain during a time-period, what do they complain about?
Employee Ranking
Answers the following questions:
1. Which employees are generating the highest NPS scores?
2. Which employees are generating the lowest NPS scores?
3.What topics are people talking about when they complain about employees?
Complaints by Order Method
Answers the following questions:
1. Which order method is causing the most issues?
2. Have they always caused this many complaints?
3.When people complain using an order method, what do they complain about?
Survey Results by Customer Type
Answers questions like the following:
1. What is our NPS score for first-time customers vs. long-time?
2. What is our NPS score for customers who (on average) spend less than $20 per visit vs. customers who spend $40+?
3.What percentage of customers want to speak with a manager for resolution after giving us a low score?
Complaints by
Pick-Up Method
Answers the following questions:
1. Which pick-up method is causing the most issues?
2. What are the trends in volume over time?
3.When people complain using a pick-up method, what do they complain about?
Examples of Marketing Reports
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Response Rates
Answers the following questions:
1. What is your response rate for positive reviews?
2. What is your response rate for negative reviews?
3.Which locations are not responding to reviews (or not meeting company goals)?
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Response Times
Answers the following questions:
1. How quickly are you responding to reviews?
2. How are your response-time-trends over the last 90 days?
3.Which locations are responding fast? Which are responding too slow?
Review Performance
Answers the following questions:
1. How many reviews are coming in? What sites are driving the most reviews?
2. What is our average star rating across all reviews? Star rating for each site?
3.Which locations are under performing (not enough reviews or low ratings)?
Listings Accuracy
Answers the following questions:
1. Do our business listings on sites like Google, Yelp, etc., have accurate info?
2. When is the last time we have updated photos on our listings?
3.Do all of our locations maintain brand standards on Google, Yelp, etc.
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Social Metrics
Answers questions like the following:
1. How are we publishing on Facebook, Twitter, Instagram, and Google Posts?
2. Are people interacting with our posts?
3.Do all of our locations maintain brand standards on social posts?
App Reviews
Answers the following questions:
1. What's our app score rating over the last 30 days?
2. How does that compare to previous trends?
3.When people complain about the app, what are they complaining about?