KPI Dashboard

Customer Complaint Resolution KPI Dashboard in Google Sheets

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Customer complaints directly impact brand reputation, customer loyalty, and revenue. When organizations fail to track complaints properly, resolution delays increase and customer satisfaction drops. Many teams still rely on emails, ticket logs, or disconnected spreadsheets, which makes complaint tracking inconsistent and reactive.Customer Complaint Resolution KPI Dashboard in Google Sheets

This challenge makes a Customer Complaint Resolution KPI Dashboard in Google Sheets extremely valuable.

This ready-to-use KPI dashboard helps customer support teams, service managers, and leadership track complaint volumes, resolution speed, service quality, and trends using a single, centralized Google Sheets dashboard.

In this article, we explain how the dashboard works, its worksheet structure, a complete KPI list with formulas, and best practices for complaint resolution tracking.Customer Complaint Resolution KPI Dashboard in Google Sheets

 What Is a Customer Complaint Resolution KPI Dashboard in Google Sheets?

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

A Customer Complaint Resolution KPI Dashboard is a performance tracking tool designed to monitor how effectively an organization handles customer complaints. It measures complaint volume, resolution time, resolution quality, backlog, and customer satisfaction.Customer Complaint Resolution KPI Dashboard in Google Sheets

Because this dashboard runs in Google Sheets, it offers:

  • Centralized complaint reporting

  • Easy collaboration across teams

  • Real-time KPI updates

  • Clear target vs actual tracking

  • No need for expensive CRM or BI tools

This dashboard suits customer support teams, CX managers, quality teams, and senior leadership.

 Key Features of the Customer Complaint Resolution KPI Dashboard

The dashboard includes 6 structured worksheet tabs, each designed to support accurate complaint tracking and analysis.

 Dashboard Sheet Tab (Main Dashboard)

The Dashboard Sheet provides a consolidated view of all complaint resolution KPIs.

  • Select the month from the dropdown in cell D3

  • All KPIs update automatically for the selected month

 Metrics Displayed

MTD (Month-to-Date)

  • Actual

  • Target

  • Previous Year

  • Target vs Actual

  • Previous Year vs Actual

YTD (Year-to-Date)

  • Actual

  • Target

  • Previous Year

  • Target vs Actual

  • Previous Year vs Actual

Conditional formatting with up and down arrows visually highlights performance improvement or decline.

Customer Complaint Resolution KPI Dashboard in Google Sheets
Customer Complaint Resolution KPI Dashboard in Google Sheets

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 KPI Trend Sheet Tab

The KPI Trend Sheet supports detailed KPI-level analysis.

  • Select the KPI name from the dropdown in cell C3

This sheet displays:

  • KPI Group

  • Unit of Measurement

  • KPI Type (Upper the Better / Lower the Better)

  • KPI Formula

  • KPI Definition

It also shows month-wise KPI trends to help teams understand performance movement over time.

 KPI Trend Sheet Tab
KPI Trend Sheet Tab

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 Actual Number Sheet Tab

This sheet stores actual complaint performance data.

  • Select the first month of the year in cell E1

  • Enter MTD and YTD actual values for each KPI

All dashboard visuals update automatically.

 Actual Number Sheet Tab
Actual Number Sheet Tab

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 Target Sheet Tab

The Target Sheet stores performance goals.

  • Monthly (MTD) targets

  • Annual (YTD) targets

Targets help teams set clear expectations for complaint resolution performance.

 Target Sheet Tab
Target Sheet Tab

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 

 Previous Year Number Sheet Tab

This sheet stores previous year complaint data.

It supports:

  • Year-over-year comparison

  • Benchmarking improvements

  • Historical performance analysis

 Previous Year Number Sheet Tab
Previous Year Number Sheet Tab

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 KPI Definition Sheet Tab

The KPI Definition Sheet forms the foundation of the dashboard.

It includes:

  • KPI Name

  • KPI Group

  • Unit

  • Formula

  • KPI Definition

  • KPI Type (UTB / LTB)

This ensures transparency and consistency.

 KPI Definition Sheet Tab
KPI Definition Sheet Tab

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

 Advantages of Customer Complaint Resolution KPI Dashboard

  • Centralized complaint performance tracking

  • Clear SLA and resolution visibility

  • Faster management decision-making

  • Improved customer satisfaction

  • Reduced backlog and escalation

  • Cost-effective Google Sheets solution

 Opportunities for Improvement in Complaint Management

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

  • Integrate CRM or ticketing tools

  • Add root cause analysis KPIs

  • Track complaint categories and channels

  • Introduce predictive backlog alerts

  • Monitor sentiment analysis trends

  • Add customer journey mapping

 Best Practices for Using the Dashboard

  • Define complaint categories clearly

  • Set realistic SLA targets

  • Update data daily

  • Review trends weekly

  • Train agents on resolution quality

  • Use insights for process improvement

 Conclusion

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

A Customer Complaint Resolution KPI Dashboard in Google Sheets provides organizations with a structured and transparent way to measure complaint handling effectiveness. By tracking MTD, YTD, targets, and historical performance, teams gain actionable insights into service quality and operational efficiency. Because the dashboard runs in Google Sheets, it remains flexible, collaborative, and easy to maintain.

For organizations focused on customer experience excellence, this dashboard becomes an essential performance management tool.

 Frequently Asked Questions (FAQs)

1. Who should use this dashboard?
Customer support teams, CX managers, and leadership.

2. Can KPIs be customized?
Yes, all KPIs and formulas are editable.

3. Does it support SLA tracking?
Yes, SLA compliance KPIs are included.

4. Can it track multiple support channels?
Yes, with appropriate data structure.

5. Is Google Sheets secure for complaint data?
Yes, with access control and permissions.

6. Can this dashboard support audits and reviews?
Yes, it provides structured and transparent reporting.

Visit our YouTube channel to learn step-by-step video tutorials

Youtube.com/@NeotechNavigators

Watch the step-by-step video tutorial:

 

Click to Buy Customer Complaint Resolution KPI Dashboard in Google Sheets

PK
Meet PK, the founder of NeotechNavigators.com! With over 15 years of experience in Data Visualization, Excel Automation, and dashboard creation. PK is a Microsoft Certified Professional who has a passion for all things in Excel. PK loves to explore new and innovative ways to use Excel and is always eager to share his knowledge with others. With an eye for detail and a commitment to excellence, PK has become a go-to expert in the world of Excel. Whether you're looking to create stunning visualizations or streamline your workflow with automation, PK has the skills and expertise to help you succeed. Join the many satisfied clients who have benefited from PK's services and see how he can take your data analysis skills to the next level!
http://neotechnavigators.com

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