How do you create and present customer support reports?

1 Define your goals and audience

Before you start collecting and analyzing data, you need to have a clear purpose and scope for your report. What are the main questions you want to answer? What are the objectives and expectations of your service? Who are you writing for and what do they need to know? Depending on your goals and audience, you may need to customize your report format, content, and tone. For example, a report for your team may focus on operational details and feedback, while a report for your manager may highlight strategic insights and achievements.

2 Choose your metrics and sources

The next step is to decide what metrics you want to use to measure and illustrate your performance. There are many possible customer support metrics, such as customer satisfaction, response time, resolution rate, retention rate, and more. You should choose the ones that align with your goals and reflect the most important aspects of your service. You should also consider how to collect and verify the data from reliable sources, such as surveys, feedback forms, CRM systems, analytics tools, and more. Make sure you have access to the data you need and that it is accurate and consistent.

3 Analyze and visualize your data

Once you have your data, you need to analyze it and find the key patterns, trends, and insights. You should look for answers to your questions, as well as any surprises, anomalies, or gaps. You should also compare your data with your benchmarks, targets, or industry standards. To make your analysis easier and more effective, you should use data visualization tools, such as charts, graphs, tables, and dashboards. These tools can help you present your data in a clear, concise, and engaging way, as well as highlight the most important points and messages.

4 Write and format your report

After you have your data and visuals, you need to write and format your report. You should start with an introduction that summarizes the purpose, scope, and main findings of your report. Then, you should organize your report into sections that cover each metric or topic in detail. You should explain what the data shows, why it matters, and what actions or recommendations you suggest. You should also use headings, subheadings, bullet points, and white space to make your report easy to read and scan. Finally, you should proofread and edit your report for clarity, accuracy, and consistency.

5 Present and share your report

The last step is to present and share your report with your audience. You should prepare a presentation that highlights the key points and messages of your report, as well as any questions or feedback you want to discuss. You should use visuals, stories, and examples to make your presentation engaging and persuasive. You should also practice your presentation and anticipate any possible objections or challenges. When you share your report, you should choose a format and channel that suits your audience and purpose, such as email, PDF, online platform, or meeting. You should also follow up with your audience and ask for their input and evaluation.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?