Reports

Customer Experience Report

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Why This Report Exists

The Customer Experience Report exists to answer one fundamental leadership question:

Are we genuinely improving customer experience — or simply handling customer demand?

Operational dashboards show volumes and percentages.
Surveys show sentiment snapshots.
QA reviews show call samples.

But none of these independently explain:

What is driving dissatisfaction
Why customers are calling back
Where resolution friction is concentrated
Whether performance volatility is systemic or temporary
Which topics pose the highest CX risk

This report synthesises 100% of analysed interactions into a structured, AI-generated monthly view of:

Experience health
Friction drivers
Repeat contact causes
Sentiment behaviour
Emerging risks

It transforms fragmented performance data into operational decision intelligence.

Important Note

The data below is based on March 2026 interactions (1,005 calls analysed).
All topics, categories, and insights are generated automatically from your organisation’s actual customer conversations.

Report Details & Performance Overview

Understanding Experience Health

This section provides the baseline view of:

Expression of Dissatisfaction (EOD)
– 34.9%
Issue Resolution – 49.9%
Repeat Call Rate – 22.7%
Total Calls Analysed – 1,005

Expression of Dissatisfaction – EOD

EOD shows the percentage of calls where customers expressed dissatisfaction with the service, product, or support interaction.
Since lower dissatisfaction is better, a negative variation indicates improvement.

In March, the dissatisfaction rate averaged 34.9%. Weekly trends:

Week	Sentiment	Trend vs previous week
W1	Positive	-6.1% (improvement)
W2	Negative	+12.1% (worsening)
W3	Positive	+3.0%
W4	Positive	-18.2% (improvement)
W5	Negative	+6.1% (worsening)

Total (Month): Positive – overall dissatisfaction decreased slightly, though volatility remains a concern.

Issue Resolution

Issue Resolution measures the percentage of calls where the customer’s problem was successfully resolved during the interaction.
A positive variation is better.

In March, the team resolved 49.9% of customer issues on first contact.
Compared to the previous month, resolution declined by -7.4% – a negative trend that requires attention.

Most weeks hovered near 50%, but Week 3 showed a brief improvement (+3.0%). The final week’s low call volume makes its higher percentage unreliable.

Repeat Calls

Repeat Calls measures the percentage of customers who call back about the same unresolved issue.
A negative variation is better (fewer repeat calls).

March saw a 22.7% repeat call rate, with an overall positive variation of +9.5% versus the previous month – meaning repeat calls increased.
Week 3 was particularly poor with a +10% spike, while Week 5’s +45% trend is likely an outlier due to low volume.
The increase in repeat calls indicates unresolved issues are forcing customers to re-engage.

CX Performance Insights – Where Friction Is Concentrated

Topic	Calls
Customer Service	305
Claim Status Update	264
Lodge a New Claim	145
Submit/Request Documentation	137
Servicing	31

Top 3 Reasons for Repeat Calls

Topic	Calls
Claim Status Update	140
Submit/Request Documentation	75
Lodge a New Claim	60

High‑Risk Categories / Topics

High unresolved rates and negative sentiment cluster around claims processing and customer service interactions – critical touchpoints impacting customer satisfaction and repeat contacts.

Claim Status Update
Customer Service
Submit/Request Claim Documentation
Lodge a New Claim

AI‑Generated Narrative Insight

The data reveals that claims‑related inquiries dominate unresolved issues and repeat calls, suggesting delays or complexity in claims processing. Customer service topics also feature prominently, indicating potential gaps in frontline support or communication. These factors contribute to lower issue resolution rates (49.9%) and elevated repeat call percentages (22.7%), underscoring the need for process improvements and enhanced agent training to reduce customer effort and improve first‑contact resolution.

Comparative Metrics – Are We Improving?

Metric	Previous Month Trend	Current Month Trend	Change
Issue Resolution	Positive (higher rates)	Negative	-7.4%
Repeat Call Rate	Negative (lower rates)	Positive	+9.5%
Top Topic Shift	Claims & service stable	Claims topics ↑ volume & prominence	–

Interpretation:
Declining resolution and rising repeat calls signal growing friction. Claims volume has increased, compounding operational strain. The topic shift from stable to claims‑heavy indicates an emerging risk that needs immediate intervention.

VOC Insights – What Customers Are Experiencing

This section focuses on emotional signals rather than operational outputs.

Overall EOD Score: 35% (calls with expressed dissatisfaction)
Sentiment Trends: Mixed – slight positive shift in repeat call trends (+9.5%) but negative shifts in issue resolution (-7.4%) and expression of dissatisfaction (+6.1% overall variation)

Narrative Insight – Sentiment

Customer sentiment reflects ongoing dissatisfaction primarily linked to claims and service interactions. The increase in expression of dissatisfaction, despite some positive repeat call trends, suggests that while fewer customers may be calling back, those who remain are increasingly frustrated. Resolution quality and communication clarity are key areas for improvement to rebuild trust and reduce negative sentiment.

Recommendations – Translating Insight Into Action

Based on friction concentration and risk exposure, the following actions are prioritised:

Implement targeted agent coaching focused on claims processing and communication to improve first‑contact resolution.
Deploy automation tools for claim status updates and documentation submission to reduce customer effort and call volume.
Enhance call scripting to proactively address common friction points and set clear customer expectations.
Strategically review and streamline claims handling policies and workflows to reduce complexity and processing times, thereby improving customer satisfaction and operational efficiency.

Prioritisation rationale:

High volume impact (claims + customer service = >80% of unresolved calls)
High repeat call risk (claims topics drive most callbacks)
Strategic risk (customer dissatisfaction clustering around core service journeys)

Conclusion – How to Use This Report

The Customer Experience Report should not be viewed as a static performance summary.

It is a proactive risk management tool.

Used correctly, it enables organisations to:

Identify systemic friction before it escalates
Reduce repeat calls by targeting root causes
Align operational metrics with customer perception
Prioritise improvement by impact, not anecdote
Detect volatility and emerging issues early

Customer experience does not deteriorate suddenly — it erodes through unresolved friction.

By reviewing this report consistently, leadership teams can move from reactive case handling to structured experience optimisation — improving satisfaction, reducing cost‑to‑serve, and strengthening operational resilience.