Enhanced "Six-Pack" Dashboard for CustomerGauge
We sweated long hours over the last few hot days on our latest CustomerGauge dashboard and when we finished we treated ourselves to a few drinks. “What shall we call it?” asked Roy. “No idea” I said as I twirled a 6-pack of beers in my hand. “Wait a minute,” said Roy…
Our new executive dashboard has six boxes of information, created in response to a client suggestion that we present customer data in a way that country Managing Director would understand, without necessarily knowing too much about loyalty metrics.
When a country manager logs in – this is the first screen he/she sees. Laid out in front is a customer loyalty score (of course compatible with Net Promoter Score). He can see a trend and the causes of the score. So in a glance he visualises what’s going on in the last 7 days; if the trend is up or down; what’s causing it. The country scores are compared to the “all country” average.
Underneath, we show most recent customer comments (positive and negative) plus any actions needed to be taken to fix issues.
So the manager can work out in a glance: What is current NPS? What is trend? What is causing it? What are customers telling me? Are we answering their issues?
We also send out an alert to managers every Monday morning to guide them to this dashboard. And then we provided a neat utility that prints out a page containing the week’s comments from Promoters, Passives and Detractors, mainly to allow MDs to beat up (or praise) staff members!
For a company that wants to react fast to customers, we think that’s as refreshing as a six-pack of lager on a hot day. Contact us for details of how it would work in your organisation.
