Tools used in this project
 Employee CSAT Rating Dashboard

Power BI Dashboard

About this project

Project Description:

This project aims to develop an Employee CSAT Rating Dashboard that provides a comprehensive view of employee performance, focusing on customer satisfaction (CSAT) scores. The dashboard will enable organizations to monitor individual CSAT scores, identify areas for improvement, and foster a culture of customer-centric service delivery.

Project Goals:

  • Track individual CSAT scores: Accurately measure and track each employee's CSAT scores, serving as a key performance indicator (KPI) in performance reviews.
  • Identify gaps in service delivery: Identify areas where employees may be falling short in terms of customer satisfaction, allowing for targeted interventions and improvement efforts.
  • Encourage continuous improvement: Foster a culture of continuous improvement by providing employees with actionable insights into their CSAT performance and areas for growth.

Business Needs:

  • Customer Satisfaction Enhancement: Elevate customer satisfaction levels by identifying and addressing areas where employee performance may be impacting customer experience.
  • Employee Engagement and Motivation: Enhance employee engagement and motivation by providing them with real-time feedback on their CSAT performance and opportunities for improvement.
  • Performance-Based Evaluation: Facilitate a data-driven approach to performance evaluation, allowing employers to assess employee contributions to customer satisfaction.
  • Identifying Top Performers: Recognize and reward top-performing employees who consistently deliver exceptional customer service.

Data Insights Discovery and Presentation:

  • Data Collection: Integrate data from various sources, including Survey responses stored in Azure SQL Database and Oracle Database, to capture a holistic view of employee CSAT scores.
  • Data Cleaning and Preparation: Cleanse and prepare the raw data to ensure accuracy, consistency, and compatibility for analysis.
  • Data Visualization: Present the insights gained through interactive visualizations that are clear, informative, and visually appealing.
  • Dashboard Design: Create an intuitive and user-friendly dashboard using visualization tools to allow employees, managers, and stakeholders to easily access and analyze CSAT data.

Expected Impact:

  • Enhanced Customer Satisfaction: Improved customer satisfaction levels through targeted interventions and continuous improvement initiatives.
  • Motivated and Engaged Employees: Increased employee engagement and motivation through feedback and performance-based recognition.
  • Data-Driven Performance Evaluation: Informed and objective performance evaluation based on CSAT data and objective insights.
  • Identifying High-Performing Teams: Recognition and reward of high-performing teams and employees who consistently deliver exceptional customer service.
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