Voice of Customer
Track CSAT, NPS, and sentiment trends with actionable insights by channel and segment.
Feedback Pulse
Surveys Sent
6,482
Response Rate
24%
Detractors
8%
Follow-ups
146
Survey Programs
- Post-call CSATLive
- Quarterly NPSRunning
- Resolution follow-upLive
- Self-serve feedbackDraft
Sentiment Drivers
Top themes
- Faster callbacksPositive
- Billing clarityNeeds work
- Agent empathyPositive
- Portal UXWatch
Channel Results
By channel
- Phone+46 NPS
- Chat+39 NPS
- Email+28 NPS
- Self-serve+32 NPS
Experience Risks
Early warning signals
- Wait time complaints14%
- Billing clarity issues11%
- Portal navigation8%
- Agent follow-up5%
Recent Survey Results
Priority follow-ups
| Survey | Responses | Score | Trend | Action |
|---|---|---|---|---|
| Post-call CSAT | 1,248 | 4.6/5 | Up | Share insights |
| Quarterly NPS | 982 | +42 | Up | Segment follow-up |
| Resolution follow-up | 624 | 4.3/5 | Flat | Review coaching |
| Self-serve feedback | 218 | 4.1/5 | Down | UX improvements |
Operational Deep Dive
Expanded mock dataset for analytics validation
| Case | Segment | Owner | Priority | Status |
|---|---|---|---|---|
| MOCK-SER-0001 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0002 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0003 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0004 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0005 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0006 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0007 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0008 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0009 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0010 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0011 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0012 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0013 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0014 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0015 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0016 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0017 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0018 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0019 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0020 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0021 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0022 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0023 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0024 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0025 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0026 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0027 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0028 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0029 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0030 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0031 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0032 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0033 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0034 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0035 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0036 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0037 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0038 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0039 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0040 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0041 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0042 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0043 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0044 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0045 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0046 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0047 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0048 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0049 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0050 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0051 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0052 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0053 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0054 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0055 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0056 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0057 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0058 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0059 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0060 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0061 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0062 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0063 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0064 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0065 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0066 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0067 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0068 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0069 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0070 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0071 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0072 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0073 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0074 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0075 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0076 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0077 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0078 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0079 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0080 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0081 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0082 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0083 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0084 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0085 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0086 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0087 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0088 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0089 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0090 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0091 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0092 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0093 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0094 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0095 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0096 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0097 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0098 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0099 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0100 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0101 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0102 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0103 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0104 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0105 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0106 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0107 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0108 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0109 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0110 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0111 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0112 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0113 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0114 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0115 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0116 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0117 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0118 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0119 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0120 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0121 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0122 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0123 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0124 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0125 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0126 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0127 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0128 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0129 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0130 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0131 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0132 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0133 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0134 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0135 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0136 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0137 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0138 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0139 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0140 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0141 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0142 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0143 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0144 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0145 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0146 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0147 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0148 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0149 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0150 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0151 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0152 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0153 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0154 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0155 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0156 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0157 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0158 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0159 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0160 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0161 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0162 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0163 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0164 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0165 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0166 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0167 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0168 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0169 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0170 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0171 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0172 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0173 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0174 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0175 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0176 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0177 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0178 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0179 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0180 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0181 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0182 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0183 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0184 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0185 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0186 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0187 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0188 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0189 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0190 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0191 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0192 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0193 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0194 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0195 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0196 | Queue segment 4 | Owner 4 | Low | Ready |
| MOCK-SER-0197 | Queue segment 5 | Owner 5 | Medium | In progress |
| MOCK-SER-0198 | Queue segment 6 | Owner 6 | High | Blocked |
| MOCK-SER-0199 | Queue segment 7 | Owner 7 | Critical | Review |
| MOCK-SER-0200 | Queue segment 8 | Owner 8 | Low | Ready |
| MOCK-SER-0201 | Queue segment 1 | Owner 9 | Medium | In progress |
| MOCK-SER-0202 | Queue segment 2 | Owner 10 | High | Blocked |
| MOCK-SER-0203 | Queue segment 3 | Owner 11 | Critical | Review |
| MOCK-SER-0204 | Queue segment 4 | Owner 12 | Low | Ready |
| MOCK-SER-0205 | Queue segment 5 | Owner 1 | Medium | In progress |
| MOCK-SER-0206 | Queue segment 6 | Owner 2 | High | Blocked |
| MOCK-SER-0207 | Queue segment 7 | Owner 3 | Critical | Review |
| MOCK-SER-0208 | Queue segment 8 | Owner 4 | Low | Ready |
| MOCK-SER-0209 | Queue segment 1 | Owner 5 | Medium | In progress |
| MOCK-SER-0210 | Queue segment 2 | Owner 6 | High | Blocked |
| MOCK-SER-0211 | Queue segment 3 | Owner 7 | Critical | Review |
| MOCK-SER-0212 | Queue segment 4 | Owner 8 | Low | Ready |
| MOCK-SER-0213 | Queue segment 5 | Owner 9 | Medium | In progress |
| MOCK-SER-0214 | Queue segment 6 | Owner 10 | High | Blocked |
| MOCK-SER-0215 | Queue segment 7 | Owner 11 | Critical | Review |
| MOCK-SER-0216 | Queue segment 8 | Owner 12 | Low | Ready |
| MOCK-SER-0217 | Queue segment 1 | Owner 1 | Medium | In progress |
| MOCK-SER-0218 | Queue segment 2 | Owner 2 | High | Blocked |
| MOCK-SER-0219 | Queue segment 3 | Owner 3 | Critical | Review |
| MOCK-SER-0220 | Queue segment 4 | Owner 4 | Low | Ready |