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Customer Reports

Customer Reports

Overview

The Customer Reports section provides a centralized workspace to analyze, monitor, and enhance customer satisfaction through consolidated tracking of feedback, resolved or open issues, complaints, and survey scores. The goal is to offer a clear picture of the customer experience, highlight areas for improvement, and support data-driven decisions to elevate service quality.

With this module, you can explore detailed data tables, interactive trend graphs, and use robust search and filtering tools. All results can be exported as PDF reports for sharing or compliance purposes.

1. Customer Satisfaction

1.1 Dashboard Filters

At the top of the Customer Satisfaction dashboard, users can apply filters to focus their analysis:

  • Search Bar: Locate specific crews

  • Date Range Presets: Filter by All Time, Today, Yesterday, Tomorrow, or set a Custom range

  • Select Rating: Filter results by selecting ratings from 1 to 5 stars.


 

  • Status Dropdown: Choose from Pending, Resolved, Reviewed, or Archived feedback to view only relevant records.

1.2 KPI Summary Boxes

A row of KPI boxes provides a real-time overview of satisfaction metrics:

  • Total Feedbacks: Total number of satisfaction entries collected.



 

  • Average Rating: Aggregated average from all customer ratings (e.g., out of 5 stars).



 

  • Total Complaints: Number of complaints registered, offering a quick link to complaint analysis.


 

These indicators show service strengths and identify when immediate attention may be required.

1.3 Data View (Table)


 




 

The Customer Satisfaction Data View presents a detailed table with the following columns:

  • Crew Lead Name: The team leader responsible for the feedback service.

  • Total Feedback Entries: Number of satisfaction inputs for that crew.

  • Average Rating: Mean satisfaction rating for the crew.

  • Satisfaction Score: Aggregated metric reflecting customer sentiment.

  • Lowest Rating/Highest Rating: Range of satisfaction results, highlighting variability.

  • Actions: Click on the eye to open a tab that reveals:

  • Description (customer comments or survey notes)

  • Rating (individual entry)

  • Type (category or channel)

  • Status (Pending, Resolved, etc.)

  • Job Title (service performed)

  • Created By (staff who logged the feedback)

  • Reviewed By (team member who closed or handled the entry)

  • Resolution Notes: Notes entered by staff detailing how the customer’s issue was resolved, including actions taken and any follow-up steps.

      


 

This structure enables precise feedback auditing, accountability, and root-cause analysis.

1.4 Visualizations

Below the summary boxes and data table, interactive graphs provide quick insights:

  • Overall Rating Distribution: Chart  showing frequency of each star rating.


 

  • Overall Satisfaction Trend: Time-series graph highlighting how satisfaction 

scores evolve.


 

  • Crew-wise Rating Distribution: Comparison chart displaying ratings by crew for benchmarking.

         

  • Crew-wise Satisfaction Trend: Trend lines showing how each crew's satisfaction averages change over time.

  

  • Satisfaction Overview by Crew: Aggregated visual for quickly spotting high- or low-performing teams.

Each visualization gives managers immediate context for service improvement or focus.

2. Complaints

Switch to the "Complaints" tab or bar to focus analysis on customer complaints and resolutions.

2.1 Dashboard Filters


 


 

Complaint analysis comes with its own set of intuitive filters:

  • Search Bar: Find complaints by crew, customer, or case details.

  • Date Range Presets: All Time, Today, Yesterday, Tomorrow, as well as Custom.

  • Status Dropdown: Filter by Open, In Progress, Resolved, Closed cases.

  • Priority Dropdown: Only show complaints marked as Normal or High priority.

2.2 KPI Summary Boxes



 



 

Prominently displayed at the top of the complaints dashboard:

  • Total Complaints: Count of all complaints for the selected time period.

  • Open Complaints: Number still unresolved and requiring attention.

  • Resolved Complaints: Successfully closed cases.

  • Average Resolution Time: Mean time (in days) taken to close a complaint—a reflection of service responsiveness.



 

2.3 Data View (Table)

The complaints data table presents:


 


 

  • Crew Lead Name: Responsible for the service associated with complaint.

  • Total Feedback Entries: Feedback counts linked to complaint context.

  • Total Complaints: Complaints filed for each crew.

  • Actions: Click the “eye” icon to open a tab listing all complaints for that crew (or client), with a table detailing:


 

  • Description (customer statement)

  • Type (nature of complaint)

  • Status (Open, In Progress, Resolved, Closed)

  • Rating (if complaint is rated)

  • Job Title (service location/task)

  • Created At (when complaint was lodged)

  • Reviewed By (who handled/finalized the case)

  • Resolution Notes (solution provided, if any)

This ensures clarity and a full audit trail for every complaint.

2.4 Visualizations

A suite of graphs enables real-time insight:

  • Overall Complaint Type Distribution: Pie chart highlighting the most frequent complaint categories.

  • Overall Complaints Trend: Line chart showing changes in frequency.

  • Crew-wise Complaint Type Distribution: Compare complaint types across different teams.

  • Crew-wise Complaints Trend: Track how complaints per crew increase or decrease over time.







 

  • Overall Status Distribution: Visual breakdown of current status (open/resolved/etc.) for all complaints.


 

  • Complaints Overview by Crew: Quickly highlights which teams are sources of repeated complaints relative to workload.


 




 

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