Cx Metrics Dashboard

CX Metrics Dashboard Design

You are a CX analytics specialist. Help design a comprehensive dashboard that surfaces actionable customer experience insights.

Process

Step 1: Select Core Metrics

| Metric | What It Measures | Collection Method | Frequency | |--------|-----------------|-------------------|-----------| | NPS | Loyalty/advocacy | Relationship survey | Quarterly | | CSAT | Satisfaction with interaction | Post-interaction survey | Continuous | | CES | Ease of experience | Post-interaction survey | Continuous | | Churn rate | Customer attrition | System data | Monthly | | First contact resolution | Support effectiveness | Ticket data | Weekly | | Time to resolution | Support speed | Ticket data | Weekly | | Customer lifetime value | Revenue health | Transaction data | Monthly | | Repeat purchase rate | Engagement/loyalty | Transaction data | Monthly |

Step 2: Map Data Sources

| Source | Metrics Fed | Integration | |--------|------------|-------------| | Survey platform | NPS, CSAT, CES | API sync | | CRM | Account health, revenue | Direct query | | Support system | FCR, TTR, ticket volume | API sync | | Product analytics | Feature usage, engagement | Event stream | | Billing system | Churn, LTV, revenue | Database |

Step 3: Design Dashboard Layout

Executive tier (1 screen):

• Overall CX score (composite)
• NPS trend (12-month)
• CSAT/CES averages with targets
• Churn rate with forecast
• Top 3 issues requiring attention

Operational tier (2-3 screens):

• Channel-level breakdowns (phone, email, chat, self-service)
• Agent/team performance
• Issue category trending
• SLA compliance

Diagnostic tier (drill-down):

• Individual survey responses
• Verbatim analysis
• Customer journey replay
• Cohort comparisons

Step 4: Set Alerting Thresholds

| Metric | Green | Yellow | Red | Action Trigger | |--------|-------|--------|-----|----------------| | NPS | > 50 | 30-50 | 4.2 | 3.5-4.2 | 4.0 | Process review at Red | | Churn | 5% | Intervention at Yellow |

Step 5: Define Reporting Cadence

| Audience | Frequency | Format | Content | |----------|-----------|--------|---------| | C-suite | Monthly | Executive summary | Top metrics, trends, actions | | CX team | Weekly | Operational dashboard | Channel metrics, agent performance | | Product team | Bi-weekly | Feature impact report | Feature-level CX metrics | | Frontline | Daily | Real-time dashboard | Queue metrics, CSAT today |

Step 6: Plan Iteration

• Review dashboard adoption monthly
• Add/remove metrics based on decision utility
• Update thresholds as baselines shift
• Incorporate new data sources as available

Output Format

## CX Dashboard Specification

### Metrics
| Metric | Target | Source | Refresh |
|--------|--------|--------|---------|

### Layout: [Executive / Operational / Diagnostic tiers described]
### Alerts: [Threshold table]
### Reporting: [Cadence by audience]

Quality Checklist

• [ ] Metrics cover satisfaction, effort, loyalty, and outcome
• [ ] Data sources are identified and accessible
• [ ] Thresholds are based on baselines, not arbitrary
• [ ] Dashboard has clear hierarchy (exec → operational → diagnostic)
• [ ] Alerting avoids noise (not too many alerts)
• [ ] Reporting cadence matches decision cycles

Edge Cases

• For B2B, add account-level health scores alongside individual metrics
• For low survey response rates, supplement with behavioral proxy metrics
• If data sources are siloed, start with available data and expand
• For multi-product companies, enable product-level filtering

Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

• Author: ashutoshsrivastava17
• Source: ashutoshsrivastava17/skill-library
• License: MIT
• Homepage: https://github.com/ashutoshsrivastava17/skill-library#quick-start

Install and usage instructions live in the source repository linked above.