DATE & TIME
Customer & Partner Experience
Command Centre
ACTIVE ALERTS
0 Critical Alerts (Red)
0 Warning Alerts (Yellow)
0 Information Alerts (Blue)
0 Success Alerts (Green)
Overview
Total Customers
Total Partners
NPS
CSAT
Partner Satisfaction Score
Customer Engagement Rate
Partner Engagement Rate
Customer Experience Metrics
- Measures customer loyalty by asking how likely customers are to recommend the company to others.
- Indicates overall customer satisfaction and the likelihood of positive word-of-mouth.
- Assesses customer satisfaction with a specific interaction or overall experience.
- Typically measured through post-interaction surveys.
- Evaluates how easy it is for customers to complete a desired action, such as resolving an issue or making a purchase.
- Lower effort scores indicate a smoother customer experience.
- Tracks the percentage of customers who continue to do business with the company over a specific period.
- High retention rates indicate successful customer experience strategies.
- Estimates the total revenue a business can expect from a single customer account over the duration of their relationship.
- Higher CLV suggests strong customer loyalty and effective upselling/cross-selling strategies.
- Measures the percentage of customer inquiries or issues resolved on the first contact.
- High FCR indicates efficient and effective customer service.
- Tracks the average time taken to resolve customer issues or inquiries.
- Shorter resolution times typically lead to higher customer satisfaction.
- The percentage of customers who stop using the company’s products or services over a specific period.
- A lower churn rate indicates better customer retention and satisfaction.
- Includes metrics such as website visits, time spent on site, click-through rates, and social media interactions.
- Higher engagement levels suggest a more compelling and effective customer experience.
Partner Experience Metrics
- Measures overall satisfaction levels of partners through surveys and feedback mechanisms.
- High satisfaction scores indicate strong partner relationships.
- Tracks the percentage of partners who continue their relationship with the company over a specific period.
- High retention rates suggest effective partner management and satisfaction.
- Includes sales performance, revenue contribution, and growth rates of partners.
- Higher performance metrics indicate productive and successful partnerships.
- Measures the time taken to onboard new partners and get them fully operational.
- Shorter onboarding times reflect efficient processes and effective support.
- Tracks engagement through participation in training programs, use of partner portals, and attendance at events.
- Higher engagement indicates active and committed partners.
- Measures the revenue generated through partner channels as a percentage of total revenue.
- Increasing revenue from partner channels suggests successful partner strategies.
- Tracks the number and value of deals registered by partners and the progress of these deals through the pipeline.
- Strong pipeline metrics indicate effective partner sales enablement.
- Measures the percentage of partners completing training and certification programs.
- High completion rates indicate partners are well-prepared and knowledgeable.
- Similar to customer NPS, but focused on partners, assessing their likelihood to recommend the partnership.
- Positive NPS from partners indicates strong relationship satisfaction.
Real-Time Alerts and Notifications
Critical Incidents
High Priority Issues
New Feedback Entries
Incident Resolution Status
Issue Resolution Status
Negative Sentiment Alerts
Sentiment Analysis
Customer Sentiment
Positive %
Neutral %
Negative %
Trend Graph
Partner Sentiment
Positive %
Neutral %
Negative %
Trend Graph
Workflow and Automation Status
Running Workflows
Completed Workflows
Pending Workflows
Task Management
Pending Tasks
Completed Tasks
Overdue Tasks
Executive Summary Dashboard
Purpose: Provide an at-a-glance view of overall customer experience health.
Customer Satisfaction Score (CSAT)
Net Promoter Score (NPS)
Customer Effort Score (CES)
Average Response Time
Overall Customer Feedback Sentiment
Customer Journey Dashboard
Purpose: Visualise the customer journey across various touchpoints.
Funnel Analysis (Awareness, Consideration, Purchase, Post-Purchase)
Drop-off Rates at Each Stage
Time Spent on Each Stage
Customer Feedback and Sentiment Dashboard
Purpose: Analyse customer feedback from different channels and understand sentiment.
Number of Feedbacks Received (per channel)
Positive, Negative, Neutral Sentiment Scores
Top Positive and Negative Keywords
Customer Support Performance Dashboard
Purpose: Monitor customer support effectiveness and efficiency.
First Response Time
Resolution Time
Ticket Volume (by channel)
Customer Satisfaction with Support
Social Media Engagement Dashboard
Purpose: Track social media interactions and brand perception.
Number of Mentions
Engagement Rate (likes, shares, comments)
Sentiment of Social Media Mentions
Top Influencers and Advocates
Sales and Conversion Dashboard
Purpose: Measure the impact of customer experience on sales and conversions.
Conversion Rate
Sales Volume (by channel)
Average Order Value
Cart Abandonment Rate
Customer Experience Metrics
Objective: To gain a 360-degree view of customer interactions to improve satisfaction, identify issues promptly, and optimise business processes.
- Measures customer loyalty by asking how likely customers are to recommend the company to others.
- Indicates overall customer satisfaction and the likelihood of positive word-of-mouth.
- Assesses customer satisfaction with a specific interaction or overall experience.
- Typically measured through post-interaction surveys.
- Evaluates how easy it is for customers to complete a desired action, such as resolving an issue or making a purchase.
- Lower effort scores indicate a smoother customer experience.
- Tracks the percentage of customers who continue to do business with the company over a specific period.
- High retention rates indicate successful customer experience strategies.
- Estimates the total revenue a business can expect from a single customer account over the duration of their relationship.
- Higher CLV suggests strong customer loyalty and effective upselling/cross-selling strategies.
- Measures the percentage of customer inquiries or issues resolved on the first contact.
- High FCR indicates efficient and effective customer service.
- Tracks the average time taken to resolve customer issues or inquiries.
- Shorter resolution times typically lead to higher customer satisfaction.
- The percentage of customers who stop using the company’s products or services over a specific period.
- A lower churn rate indicates better customer retention and satisfaction.
- Includes metrics such as website visits, time spent on site, click-through rates, and social media interactions.
- Higher engagement levels suggest a more compelling and effective customer experience.
Executive Summary Dashboard
Purpose: Provide a high-level overview of the partner ecosystem.
Partner Satisfaction Score (PSS)
Net Promoter Score (NPS) for partners
Partner Retention Rate
Total Revenue from Partners
Overall Partner Feedback Sentiment
Partner Performance Dashboard
Purpose: Track and evaluate individual partner performance.
Sales Volume by Partner
Conversion Rate by Partner
Average Order Value (AOV) by Partner
Number of Leads Generated by Partner
Partner Performance Index
Partner Engagement Dashboard
Purpose: Monitor the level and quality of partner engagement.
Number of Partner Logins/Interactions
Training and Certification Completion Rates
Participation in Partner Programs
Communication Frequency (Emails, Meetings, Calls)
Partner Feedback and Sentiment Dashboard
Purpose: Analyse partner feedback and sentiment from various channels.
Number of Feedbacks Received (by channel)
Positive, Negative, Neutral Sentiment Scores
Top Positive and Negative Keywords
Supply Chain and Operations Dashboard
Purpose: Track operational efficiency and supply chain performance with partners.
On-Time Delivery Rate
Order Accuracy Rate
Inventory Turnover
Lead Time (Order to Delivery)
Revenue and Growth Dashboard
Purpose: Measure the financial impact and growth contributed by partners.
Total Revenue by Partner
Year-over-Year Growth
Profit Margins by Partner
Market Share Analysis
Partner Experience Metrics
Objective: To gain a comprehensive view of partner interactions, performance, and satisfaction to enhance collaboration and drive mutual growth.
- Measures overall satisfaction levels of partners through surveys and feedback mechanisms.
- High satisfaction scores indicate strong partner relationships.
- Tracks the percentage of partners who continue their relationship with the company over a specific period.
- High retention rates suggest effective partner management and satisfaction.
- Includes sales performance, revenue contribution, and growth rates of partners.
- Higher performance metrics indicate productive and successful partnerships.
- Measures the time taken to onboard new partners and get them fully operational.
- Shorter onboarding times reflect efficient processes and effective support.
- Tracks engagement through participation in training programs, use of partner portals, and attendance at events.
- Higher engagement indicates active and committed partners.
- Measures the revenue generated through partner channels as a percentage of total revenue.
- Increasing revenue from partner channels suggests successful partner strategies.
- Tracks the number and value of deals registered by partners and the progress of these deals through the pipeline.
- Strong pipeline metrics indicate effective partner sales enablement.
- Measures the percentage of partners completing training and certification programs.
- High completion rates indicate partners are well-prepared and knowledgeable.
- Similar to customer NPS, but focused on partners, assessing their likelihood to recommend the partnership.
- Positive NPS from partners indicates strong relationship satisfaction.
Customer Experience Alerts Dashboard
Objective: To provide instant notifications and visualisations of critical events affecting customer experiences.
Current Active Alerts Summary
Critical Alerts (Red)
Issues that require immediate attention and action to prevent significant negative impact on the business or customers.
Warning Alerts (Yellow)
Issues that are important but not immediately critical. These should be monitored closely and addressed in a timely manner to prevent escalation.
Information Alerts (Blue)
Notifications that provide useful information but do not require immediate action. These can help in identifying trends and preparing for potential future issues.
Real-Time Trend Lines
Customer Satisfaction (CSAT) Drops
Alert when CSAT drops below a certain threshold.
Spike in Negative Feedback
Alert when there is a sudden increase in negative feedback or complaints.
High Customer Support Response Time
Alert when average response time exceeds a predefined limit.
Increase in Churn Rate
Alert when there is a noticeable increase in the churn rate.
Website/Service Downtime
Alert when the website or service is down or experiencing issues.
Detailed Alert Log and Heatmap
Alert Log
A list of recent alerts with timestamps, severity, and status.
Alert Heatmap
Visual representation of alert frequency over time.
Real-Time Trend Lines
Visualise metrics in real-time to see how they evolve leading up to an alert.
Alert Log
| Timestamp | Alert Title | Severity | Description | Status | Action Taken |
|---|---|---|---|---|---|
|
2024-06-17 10:00 |
CSAT Drop Below 60% |
🔴 Red |
CSAT dropped to 58% |
Open |
To be Assigned |
|
2024-06-17 09:45 |
Increase in Negative Feedback |
🟡 Yellow |
Negative feedback up by 20% |
In Progress |
Assigned |
Partner Experience Alerts Dashboard
Objective: To provide instant notifications and visualisations of critical events affecting partner experiences.
Current Active Alerts Summary
Critical Alerts (Red)
Issues that require immediate attention and action to prevent significant negative impact on the business or customers.
Warning Alerts (Yellow)
Issues that are important but not immediately critical. These should be monitored closely and addressed in a timely manner to prevent escalation.
Information Alerts (Blue)
Notifications that provide useful information but do not require immediate action. These can help in identifying trends and preparing for potential future issues.
Real-Time Trend Lines
Partner Performance Drops
Alert when a partner’s performance metrics (e.g., sales volume, conversion rate) fall below a certain threshold.
Delayed Deliveries
Alert when delivery times exceed agreed timelines
Inventory Shortages
Alert when inventory levels fall below a critical level.
Unresolved Partner Support Tickets
Alert when there is an accumulation of unresolved support tickets.
Revenue Decline
Alert when partner-generated revenue drops significantly.
Detailed Alert Log and Heatmap
Alert Log
A list of recent alerts with timestamps, severity, and status.
Alert Heatmap
Visual representation of alert frequency over time.
Real-Time Trend Lines
Visualise metrics in real-time to see how they evolve leading up to an alert.
Alert Log
| Timestamp | Alert Title | Severity | Description | Status | Action Taken |
|---|---|---|---|---|---|
|
2024-06-17 10:00 |
Major Delivery Delay |
🔴 Red |
Delivery delayed by 5 days |
Open |
To be Assigned |
|
2024-06-17 09:45 |
Performance Drop in Partner X |
🟡 Yellow |
Partner X sales down by 15% |
In Progress |
Assigned |
Customer Experience Sentiment Analysis Dashboard
Purpose: To monitor and analyse customer feedback in real-time, providing insights into customer satisfaction and identifying key areas for improvement to enhance overall customer experience
Overall Sentiment Summary
Overall Sentiment Score
An aggregate score representing the overall sentiment from customer feedback.
Sentiment Trend
A line chart showing sentiment scores over time.
Positive Sentiment Percentage
Percentage of feedback classified as positive.
Negative Sentiment Percentage
Percentage of feedback classified as negative.
Neutral Sentiment Percentage
Percentage of feedback classified as neutral.
Sentiment Breakdown
Feedback Source Distribution
Pie chart or bar chart showing the distribution of feedback sources (e.g., social media, surveys, customer support tickets).
Sentiment by Source
Bar chart displaying sentiment scores by feedback source.
Detailed Sentiment Analysis
Word Cloud
Visualisation of the most common words in customer feedback, with words sized according to frequency.
Top Positive Keywords
List of keywords frequently mentioned in positive feedback.
Top Negative Keywords
List of keywords frequently mentioned in negative feedback.
Recent Feedback
Table showing the most recent feedback entries with sentiment classification and scores.
Recent Feedback Log
| Timestamp | Feedback | Sentiment |
|---|---|---|
|
2024-06-17 10:00 |
Great service! |
Positive |
|
2024-06-17 09:45 |
Slow response time |
Negative |
|
2024-06-17 07:15 |
Easy to use |
Positive |
Partner Experience Sentiment Analysis Dashboard
Purpose: To track and evaluate partner feedback, offering a comprehensive view of partner satisfaction and performance, and identifying opportunities to strengthen partner relationships and support.
Overall Sentiment Summary
Overall Sentiment Score
An aggregate score representing the overall sentiment from partner feedback.
Sentiment Trend
A line chart showing sentiment scores over time.
Positive Sentiment Percentage
Percentage of feedback classified as positive.
Negative Sentiment Percentage
Percentage of feedback classified as negative.
Neutral Sentiment Percentage
Percentage of feedback classified as neutral.
Sentiment Breakdown
Feedback Source Distribution
Pie chart or bar chart showing the distribution of feedback sources (e.g., partner portals, surveys, email communications).
Sentiment by Source
Bar chart displaying sentiment scores by feedback source.
Detailed Sentiment Analysis
Word Cloud
Visualisation of the most common words in partner feedback, with words sized according to frequency.
Top Positive Keywords
List of keywords frequently mentioned in positive feedback.
Top Negative Keywords
List of keywords frequently mentioned in negative feedback.
Recent Feedback
Table showing the most recent feedback entries with sentiment classification and scores.
Recent Feedback Log
| Timestamp | Feedback | Sentiment |
|---|---|---|
|
2024-06-17 10:00 |
Very reliable partner |
Positive |
|
2024-06-17 09:45 |
Delayed shipments |
Negative |
|
2024-06-17 07:15 |
Supportive team |
Positive |
Customer Experience Workflow Status Dashboard
Purpose: To provide real-time visibility into the status and progress of customer-related workflows, ensuring efficient handling of customer interactions and timely resolution of issues to enhance overall customer satisfaction.
Overall Workflow Summary
Total Workflows
Display the total number of active workflows.
Upcoming Deadlines
List of workflows with imminent deadlines.
Completed Workflows
Number and percentage of workflows completed.
In Progress Workflows
Number and percentage of workflows currently in progress.
Delayed Workflows
Number and percentage of workflows that are behind schedule.
Workflow Status Breakdown
Workflow Stage Distribution
Pie chart or bar chart showing the distribution of workflows across different stages (e.g., initiation, planning, execution, closure).
Workflow Progress Timeline
Gantt chart or progress bars displaying the timeline and current status of key workflows.
Detailed Workflow Analysis
Top Delayed Workflows
List of workflows with the longest delays, including details like responsible team, delay duration, and reasons for delay.
- Workflow X (10 days delayed)
- Workflow Y (7 days delayed)
Workflow Efficiency Metrics
Bar chart showing average time to completion, average delay time, and efficiency ratios for different workflow stages.
- Avg Time to Completion: 12 days
- Avg Delay Time: 2 days
- Efficiency Ratio: 85%
Recent Workflow Updates
Table displaying recent updates or changes in workflow statuses, with timestamps and comments.
- Workflow Z updated by Team A
- Workflow W started by Team B
Key Customer Experience Workflows
| Workflow Name | Description |
|---|---|
|
Customer Onboarding |
Process of welcoming and orienting new customers to products/services. |
|
Customer Support Ticket Management |
Handling and resolving customer issues and inquiries through support tickets. |
|
Product/Service Delivery |
Ensuring timely and accurate delivery of products/services to customers. |
|
Customer Feedback Collection |
Gathering feedback from customers through surveys, reviews, or feedback forms.
|
|
Complaint Resolution |
Addressing and resolving customer complaints effectively and promptly. |
|
Account Management |
Managing customer accounts, updates, and modifications to services. |
|
Customer Renewals |
Managing the renewal process for customer subscriptions or contracts. |
|
Upsell/Cross-sell Campaigns |
Initiating and executing campaigns to upsell or cross-sell additional products/services. |
|
Loyalty Programs |
Managing customer loyalty programs, rewards, and incentives. |
|
Customer Satisfaction Monitoring |
Monitoring and assessing customer satisfaction levels through surveys or sentiment analysis. |
|
Customer Experience Improvement |
Implementing improvements based on customer feedback and satisfaction metrics. |
|
Billing and Payments |
Managing customer invoices, billing inquiries, and payment processing. |
Partner Experience Workflow Status Dashboard
Purpose: To monitor and manage the status of workflows involving partners, ensuring smooth collaboration, timely completion of tasks, and proactive management of partner relationships to drive mutual success and satisfaction.
Overall Workflow Summary
Total Workflows
Display the total number of active workflows involving partners.
Upcoming Deadlines
List of workflows with imminent deadlines.
Completed Workflows
Number and percentage of workflows completed.
In Progress Workflows
Number and percentage of workflows currently in progress.
Delayed Workflows
Number and percentage of workflows that are behind schedule.
Workflow Status Breakdown
Workflow Stage Distribution
Pie chart or bar chart showing the distribution of workflows across different stages (e.g., initiation, planning, execution, closure).
Workflow Progress Timeline
Gantt chart or progress bars displaying the timeline and current status of key workflows.
Detailed Workflow Analysis
Top Delayed Workflows
List of workflows with the longest delays, including details like responsible partner, delay duration, and reasons for delay.
- Workflow P (8 days delayed)
- Workflow Q (5 days delayed)
Workflow Efficiency Metrics
Bar chart showing average time to completion, average delay time, and efficiency ratios for different workflow stages.
- Avg Time to Completion: 15 days
- Avg Delay Time: 3 days
- Efficiency Ratio: 80%
Recent Workflow Updates
Table displaying recent updates or changes in workflow statuses, with timestamps and comments.
- Workflow R updated by Team A
- Workflow S started by Team B
Key Partner Experience Workflows
| Workflow Name | Description |
|---|---|
|
Partner Onboarding |
Process of welcoming and integrating new partners into business operations. |
|
Partner Relationship Management |
Maintaining ongoing relationships with partners, including communications and support. |
|
Contract Negotiation and Management |
Negotiating, drafting, and managing contracts and agreements with partners. |
|
Partner Training and Certification |
Providing training programs and certifications to partners on products/services. |
|
Performance Monitoring |
Monitoring partner performance metrics such as sales targets, service levels, etc. |
|
Lead Distribution |
Distributing leads or opportunities to partners based on predefined criteria. |
|
Co-Marketing Campaigns |
Planning and executing joint marketing campaigns with partners. |
|
Joint Business Planning |
Collaborating with partners on strategic business plans and objectives. |
|
Revenue Sharing and Commissions |
Managing revenue sharing agreements, commissions, and payouts to partners. |
|
Partner Feedback Collection |
Gathering feedback from partners to improve collaboration and satisfaction. |
|
Dispute Resolution |
Resolving conflicts or disputes with partners effectively and fairly. |
|
Partner Enablement |
Providing tools, resources, and support to help partners succeed in selling products/services. |