Customer Service Excellence · April 2026

VP Customer Success · 14,820 tickets · 86 agents · refreshed 30 Apr
NPS
+58▲6vs LY
CSAT
4.6/5▲0.2vs LY
First Contact Resolution
68%▼2 ppvs target 72%
Avg Response Time
4.2 h▲0.8 hvs target 3 h

NPS distribution · −100 to +100

Promoters − Detractors · larger green = healthier

Ticket volume · 12 weeks by category

Stacked · spike on W7 = product issue

Response time histogram

Long tail = SLA breaches · target <3h

Top 8 agents · CSAT × volume