32 lines
1.3 KiB
Markdown
32 lines
1.3 KiB
Markdown
---
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name: customer-trust-dashboard
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description: Reporting framework for monitoring trust, sentiment, and regulator-facing
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KPIs.
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---
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# Customer Trust Dashboard Skill
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## When to Use
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- Tracking impact of communications, outages, or policy changes on customer trust.
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- Preparing exec/regulator updates on sentiment, complaints, and remediation status.
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- Coordinating GTM, support, and risk teams on follow-up actions.
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## Framework
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1. **KPI Stack** – sentiment, NPS, complaint volume, escalation stage, resolution SLA, refund exposure.
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2. **Segmentation** – audience (retail, SMB, enterprise), geography, channel, product.
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3. **Signal Sources** – support tickets, surveys, social monitoring, regulator portals, payments data.
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4. **Alerting Rules** – thresholds, triggers, routing to comms/legal/risk teams.
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5. **Action Register** – log remediation tasks, owners, due dates, and status for transparency.
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## Templates
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- Dashboard layout with hero metrics, drill-down tabs, and commentary sections.
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- Incident log sheet tied to metrics for root-cause tracking.
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- Weekly trust report template for leadership + regulator sharing.
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## Tips
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- Blend quantitative trends with qualitative excerpts for context.
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- Keep a “regulator ready” version with evidence attachments and approvals.
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- Pair with `manage-trust-communications` and `review-financial-campaign` outputs.
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---
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