Customer Satisfaction Report

# Customer Satisfaction Report

## Purpose
Compile monthly or quarterly to track client sentiment trends and identify areas for service improvement.

## When to Use
A customer satisfaction report aggregating NPS scores, survey responses, complaint trends, and testimonials into actionable insights.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (HubSpot or Zendesk)

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## Customer Satisfaction Report

**Period:** [Month / Quarter, Year]
**Prepared by:** [Your Name]
**Date:** [Date]

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### Executive Summary

Customer satisfaction for [period] shows an overall NPS of [X], [up / down] from [X] last period. [X]% of surveyed clients rated their experience as "Excellent" or "Very Good". The top driver of satisfaction was [factor], while the primary area for improvement is [factor]. [X] testimonials were collected, and [X] complaints were received and resolved.

### Net Promoter Score (NPS)

| Metric | This Period | Last Period | Change | Target |
|--------|-----------|------------|--------|--------|
| NPS Score | [X] | [X] | [+/-][X] | [X] |
| Promoters (9-10) | [X]% | [X]% | [+/-][X]pp | - |
| Passives (7-8) | [X]% | [X]% | [+/-][X]pp | - |
| Detractors (0-6) | [X]% | [X]% | [+/-][X]pp | - |
| Survey responses | [X] | [X] | [+/-][X] | - |
| Response rate | [X]% | [X]% | [+/-][X]pp | [X]% |

**NPS Trend (Last 6 Periods):**

| Period | NPS | Responses |
|--------|-----|-----------|
| [Period 1] | [X] | [X] |
| [Period 2] | [X] | [X] |
| [Period 3] | [X] | [X] |
| [Period 4] | [X] | [X] |
| [Period 5] | [X] | [X] |
| [Current Period] | [X] | [X] |

### Overall Satisfaction Ratings

| Rating | % of Responses | # of Responses |
|--------|---------------|----------------|
| Excellent (5/5) | [X]% | [X] |
| Very Good (4/5) | [X]% | [X] |
| Good (3/5) | [X]% | [X] |
| Fair (2/5) | [X]% | [X] |
| Poor (1/5) | [X]% | [X] |

### Satisfaction by Category

| Category | Score (1-5) | Last Period | Change | Benchmark |
|----------|-----------|------------|--------|-----------|
| Quality of work / product | [X] | [X] | [+/-][X] | [X] |
| Communication | [X] | [X] | [+/-][X] | [X] |
| Timeliness | [X] | [X] | [+/-][X] | [X] |
| Value for money | [X] | [X] | [+/-][X] | [X] |
| Responsiveness | [X] | [X] | [+/-][X] | [X] |
| Ease of doing business | [X] | [X] | [+/-][X] | [X] |
| Would recommend | [X] | [X] | [+/-][X] | [X] |

### Complaints & Issues

| Metric | This Period | Last Period | Change |
|--------|-----------|------------|--------|
| Total complaints received | [X] | [X] | [+/-][X] |
| Resolved within SLA | [X] ([X]%) | [X] ([X]%) | - |
| Average resolution time | [X] days | [X] days | [+/-][X] |
| Escalations to management | [X] | [X] | [+/-][X] |

**Top Complaint Categories:**

| Category | # Complaints | % of Total | Trend |
|----------|-------------|-----------|-------|
| [Category 1, e.g. Delivery delays] | [X] | [X]% | [Up / Down / Stable] |
| [Category 2, e.g. Communication gaps] | [X] | [X]% | [Up / Down / Stable] |
| [Category 3, e.g. Invoice errors] | [X] | [X]% | [Up / Down / Stable] |

### Client Testimonials Collected

> "[Testimonial quote]"
> - [Client Name], [Company], [Date]

> "[Testimonial quote]"
> - [Client Name], [Company], [Date]

> "[Testimonial quote]"
> - [Client Name], [Company], [Date]

### Verbatim Feedback Themes

**What clients love:**
- [Theme 1 with example quote, e.g. "The team always goes above and beyond"]
- [Theme 2 with example quote]
- [Theme 3 with example quote]

**What clients want improved:**
- [Theme 1 with example quote, e.g. "Would like more regular updates on project status"]
- [Theme 2 with example quote]
- [Theme 3 with example quote]

### At-Risk Clients (Detractors & Low Scores)

| Client | Score | Key Concern | Follow-Up Action | Owner | Status |
|--------|-------|-------------|------------------|-------|--------|
| [Client] | [Score] | [Concern] | [Action planned] | [Name] | [Scheduled / Complete] |
| [Client] | [Score] | [Concern] | [Action planned] | [Name] | [Scheduled / Complete] |

### Recommendations

1. [Recommendation 1, e.g. Address communication gaps by implementing fortnightly client check-ins for all active projects]
2. [Recommendation 2, e.g. Investigate delivery delays, which account for 40% of complaints]
3. [Recommendation 3, e.g. Follow up personally with all detractors within 48 hours of survey completion]
4. [Recommendation 4, e.g. Publish collected testimonials on website and social media channels]

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**Complexity:** intermediate | **Setup time:** 20 minutes | **Tools:** HubSpot, Zendesk, Intercom