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The dashboard is a strategic decision-making tool that helps us to deliver, group and visualize information in a way that is useful and impactful. In this post we are going to analyze how to build a dashboard that gathers all the main metrics coined around the customer experience. An example of a customer-oriented scorecard can be seen on this website.
The scorecard should incorporate multiple sources of customer experience measurement information in a comprehensive way. It should include an executive overview of the entire process, creating a unified picture across the different points of contact with customers and their expectations.
Characteristics of the scorecard.
The scorecard helps the organization to see key metrics faster by reducing the time between analysis, understanding and action. It allows to exploit the information by understanding and interacting to exploit the information to whoever needs according to their roles a tailored report.
You can through the integration of data from different sources provide direct feedback and understand how the customer experience is performing.
When a dashboard works well it is focused on how it can impact organizational data or metrics such as retention, conversion and time-to-value.
It understands the company’s data or metrics and how the program can impact them. Customer experience program goals should be aligned with business objectives, hence the importance of metrics to monitor them.
Start with senior executives to see how they want to view the data, at the highest level, asking what metrics they want and build a sample that they can review. then each dashboard can be broken down into other levels of information that the senior executive wants. You can see how to capture key customer-related data on this website.
Focus on the top five reasons for abandonment. The info must come in chorus charts, there cannot be more than 5 concepts in each chart.
To establish it you must answer these questions.
1.- Who is the dashboard for?
What does the client need? Does he/she invest time and money in understanding the dashboard of the users and their needs?
What do they need it for and how often?
By way of example we should include: NPS and its graph, evolution of the main indicators, possibility of adding comments in the same …..
You can see 6 ways to improve the customer scorecard in the AstuteSolutions link.
IF YOU WANT TO START MEASURING CUSTOMER EXPERIENCE AND BUILD AN AUTOMATED SCORECARD AROUND IT, CONTACT US AND ASK FOR A FREE TRIAL.
