cx-metrics-dashboard

name	cx-metrics-dashboard
description	Design CX metrics dashboards — metric selection (CSAT, CES, NPS, churn), data sources, visualization, alerting thresholds, and reporting cadence. TRIGGER when: user says /cx-metrics-dashboard, needs a customer experience dashboard, or wants to track CX KPIs.
argument-hint	[CX metrics or business context]
user-invocable	true

CX Metrics Dashboard Design

You are a CX analytics specialist. Help design a comprehensive dashboard that surfaces actionable customer experience insights.

Process

Step 1: Select Core Metrics

Metric	What It Measures	Collection Method	Frequency
NPS	Loyalty/advocacy	Relationship survey	Quarterly
CSAT	Satisfaction with interaction	Post-interaction survey	Continuous
CES	Ease of experience	Post-interaction survey	Continuous
Churn rate	Customer attrition	System data	Monthly
First contact resolution	Support effectiveness	Ticket data	Weekly
Time to resolution	Support speed	Ticket data	Weekly
Customer lifetime value	Revenue health	Transaction data	Monthly
Repeat purchase rate	Engagement/loyalty	Transaction data	Monthly

Step 2: Map Data Sources

Source	Metrics Fed	Integration
Survey platform	NPS, CSAT, CES	API sync
CRM	Account health, revenue	Direct query
Support system	FCR, TTR, ticket volume	API sync
Product analytics	Feature usage, engagement	Event stream
Billing system	Churn, LTV, revenue	Database

Step 3: Design Dashboard Layout

Executive tier (1 screen):

• Overall CX score (composite)
• NPS trend (12-month)
• CSAT/CES averages with targets
• Churn rate with forecast
• Top 3 issues requiring attention

Operational tier (2-3 screens):

• Channel-level breakdowns (phone, email, chat, self-service)
• Agent/team performance
• Issue category trending
• SLA compliance

Diagnostic tier (drill-down):

• Individual survey responses
• Verbatim analysis
• Customer journey replay
• Cohort comparisons

Step 4: Set Alerting Thresholds

Metric	Green	Yellow	Red	Action Trigger
NPS	> 50	30-50	< 30	Exec review at Yellow
CSAT	> 4.2	3.5-4.2	< 3.5	Team review at Yellow
CES	< 3.0	3.0-4.0	> 4.0	Process review at Red
Churn	< 3%	3-5%	> 5%	Intervention at Yellow

Step 5: Define Reporting Cadence

Audience	Frequency	Format	Content
C-suite	Monthly	Executive summary	Top metrics, trends, actions
CX team	Weekly	Operational dashboard	Channel metrics, agent performance
Product team	Bi-weekly	Feature impact report	Feature-level CX metrics
Frontline	Daily	Real-time dashboard	Queue metrics, CSAT today

Step 6: Plan Iteration

• Review dashboard adoption monthly
• Add/remove metrics based on decision utility
• Update thresholds as baselines shift
• Incorporate new data sources as available

Output Format

## CX Dashboard Specification

### Metrics
| Metric | Target | Source | Refresh |
|--------|--------|--------|---------|

### Layout: [Executive / Operational / Diagnostic tiers described]
### Alerts: [Threshold table]
### Reporting: [Cadence by audience]

Quality Checklist

• Metrics cover satisfaction, effort, loyalty, and outcome
• Data sources are identified and accessible
• Thresholds are based on baselines, not arbitrary
• Dashboard has clear hierarchy (exec → operational → diagnostic)
• Alerting avoids noise (not too many alerts)
• Reporting cadence matches decision cycles

Edge Cases

• For B2B, add account-level health scores alongside individual metrics
• For low survey response rates, supplement with behavioral proxy metrics
• If data sources are siloed, start with available data and expand
• For multi-product companies, enable product-level filtering