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Customer Service Performance Dashboard in Google Sheets

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Customer service is one of the most vital aspects of any business — it defines the customer experience and directly influences brand loyalty. To measure and improve service quality, you need data-driven insights. That’s exactly what the Customer Service Performance Dashboard in Google Sheets delivers — a simple yet powerful way to track service metrics, team efficiency, and response quality in real time.Customer Service Performance Dashboard in Google Sheets

This ready-to-use dashboard empowers service managers, support teams, and executives to visualize ticket volume, response times, resolution efficiency, and customer feedback — all in one interactive Google Sheet.Customer Service Performance Dashboard in Google Sheets

 What Is a Customer Service Performance Dashboard in Google Sheets?

A Customer Service Performance Dashboard is a comprehensive visual reporting tool that monitors how effectively your service team handles customer issues.Customer Service Performance Dashboard in Google Sheets

Built in Google Sheets, this dashboard helps you:

  • Track the total number of tickets and their statuses.

  • Measure average response and resolution times.

  • Analyze feedback scores and customer satisfaction levels.

  • Identify bottlenecks by priority, channel, or agent.

It combines automation, visualization, and collaboration in one easy-to-use template that updates in real time.Customer Service Performance Dashboard in Google Sheets

 Dashboard Structure Overview

Click to Buy Customer Service Performance Dashboard in Google Sheets

This dashboard consists of two major parts — Dashboard Sheet Tab and Data Sheet Tab — supported by a Search feature for quick access.Customer Service Performance Dashboard in Google Sheets

Dashboard Sheet Tab (Main Dashboard)

This is the central page of the dashboard where all KPIs and charts are displayed dynamically.Customer Service Performance Dashboard in Google Sheets

🎯 KPI Cards

At the top section, the dashboard shows the five most important service metrics:

  • Total Tickets: Total number of support tickets received within a given period.

  • Avg. Resolution Time (Hrs): The average time taken to resolve tickets from creation to closure.

  • Avg. Response Time (Hrs): The average time taken to respond to customer requests.

  • Avg. Feedback Score: The average rating received from customers after issue resolution.

  • Resolved Tickets %: The percentage of tickets successfully resolved out of total received.

These KPIs provide an instant overview of service performance.

2️⃣ Charts for Analysis and Visualization

Below the KPIs, the dashboard presents multiple charts to analyze trends and performance by category, priority, and team.

📊 Total Ticket by Priority

Shows the distribution of tickets based on their priority (High, Medium, Low).
Helps teams focus on urgent and critical cases first.

📊 Total Ticket by Status

Displays how many tickets are Open, Resolved, Escalated, or Closed — giving a real-time picture of workload balance.

📈 Avg. Feedback Score by Category

Analyzes feedback ratings across categories like Billing, Technical Support, or General Inquiry.
Helps identify which areas need improvement.

👥 Open or Escalated Tickets by Assigned Agent

Click to Buy Customer Service Performance Dashboard in Google Sheets

Tracks open or pending tickets per agent to ensure balanced workload distribution and accountability.

💬 Resolved Tickets Vs Open or Escalated Tickets by Channel

Compares ticket performance by communication channels such as Email, Chat, Phone, or Portal.

📅 Total Ticket by Month

Displays monthly ticket volumes, helping identify seasonal trends or workload peaks.

⏱️ Avg. Response Time by Customer Type

Compares response times for different customer types (e.g., Premium, Standard, New, Returning).
Helps determine if service SLAs are being met for each customer segment.

Customer Service Performance Dashboard in Google Sheets
Customer Service Performance Dashboard in Google Sheets

Search Functionality

Click to Buy Customer Service Performance Dashboard in Google Sheets

The dashboard includes a Search tab that allows users to quickly locate records.

You can search by:

  • Ticket ID

  • Assigned Agent

  • Category

  • Customer Type

  • Channel

  • Priority

  • Status

Example:
Search “Escalated” to instantly view all escalated tickets and their details.

Search Functionality
Search Functionality

Click to Buy Customer Service Performance Dashboard in Google Sheets

Data Sheet Tab (Input Data Source)

The Data Sheet Tab contains the underlying dataset that powers the entire dashboard.

 Advantages of the Customer Service Performance Dashboard

  • Centralized Monitoring: All customer service metrics in one place.

  • Real-Time Tracking: Instant performance updates as data changes.

  • Improved Accountability: Highlights each agent’s workload and resolution rates.

  • Customer Insight: Tracks satisfaction scores for continuous service improvement.

  • Time Efficiency: Automates calculations and visual reporting.

  • Fully Customizable: Add or modify KPIs, charts, and filters easily.

  • Collaboration-Ready: Multiple users can update or view the dashboard simultaneously.

Data Sheet Tab
Data Sheet Tab

Click to Buy Customer Service Performance Dashboard in Google Sheets

 Opportunities for Improvement

You can enhance this dashboard with the following features:

  • SLA Compliance Tracker: Add SLA targets and highlight breaches.

  • Automated Alerts: Trigger notifications for overdue or escalated tickets.

  • Google Forms Integration: Collect ticket data directly from customers.

  • Agent Leaderboard: Rank agents based on resolution rates and feedback scores.

  • Predictive Analytics: Forecast ticket trends or workload for upcoming months.

 Best Practices for Using the Dashboard

  • Update Data Daily: Keep data accurate for real-time insights.

  • Categorize Properly: Standardize categories and priorities.

  • Set SLA Benchmarks: Define ideal response and resolution times.

  • Review Feedback Monthly: Identify low-rated cases for service training.

  • Automate Input: Link ticket systems or Google Forms for smooth data entry.

  • Conduct Team Reviews: Use dashboard visuals in performance meetings.

 Conclusion

Click to Buy Customer Service Performance Dashboard in Google Sheets

The Customer Service Performance Dashboard in Google Sheets is a powerful, user-friendly solution for tracking customer support performance in real time. With its dynamic KPIs, visual charts, and detailed analytics, it helps businesses ensure quick resolutions, satisfied customers, and efficient agent productivity.

Whether you’re a support manager or a business owner, this dashboard will help you make informed, data-driven decisions and elevate your service standards.

 Frequently Asked Questions (FAQ)

1. Can I add more KPIs to the dashboard?

Yes, you can expand the KPI Definition Sheet and charts as needed.

2. Does the dashboard support multiple agents and teams?

Yes, it automatically updates metrics for all agents and can be filtered by department or team.

3. Can I track SLA performance?

Yes, by adding SLA target columns and formulas, you can easily monitor SLA adherence.

4. Can I automate data entry?

Yes, integrate with Google Forms or import data from your CRM or ticketing system.

5. Can this dashboard show customer satisfaction trends?

Yes, use the “Avg. Feedback Score by Category” chart to analyze satisfaction over time.

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

Youtube.com/@NeotechNavigators

Watch the step-by-step video Demo:

 

Click to Buy Customer Service Performance 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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