Below is a demo dashboard for a customer experience feedback.
We are able to customize your feedback form and dashboard to fit your business with the as the relevant questions and metrics.
Preview the form and submit in demo data to see it live in the dashboard.
A.I Sentimental Analysis
A. Overall Saummary
Overall customer sentiment is neutral-to-positive. Most customers are satisfied with the service, and the experience is generally smooth for them. However, the level of enthusiasm and loyalty is low, meaning customers are getting what they came for, but nothing is happening that makes them feel delighted or eager to recommend the business.
The results also show that customer experience is not consistent across branches. While some locations are doing fine, Kabalagala is performing below average and dragging down overall sentiment. Since a large percentage of feedback is from customers aged 55 and above, their comfort, clarity, and ease-of-service strongly influence the overall experience.
B. What the Numbers Mean
– CSAT 75% â Average: Customers are satisfied but not impressed. Target 80%+.
– CES 75% â Average: Service is not difficult, but could be smoother and faster.
– NPS 25 â Low loyalty: Customers are not excited enough to recommend.
– Ntinda â Excellent (but only 1 response): Promising but not reliable yet.
–Â Wandegeya â Average: Similar to overall performance.
– Kabalagala â Weak scores: Branch with the highest risk.
– Referral channels â Friends & Family strongest: Word-of-mouth drives most customers.
– Age 55+ dominant: Their experience heavily shapes overall scores.
C. Key Insights
– Inconsistent Branch Performance: Kabalagala is the weakest branch and is lowering overall results, suggesting issues with staff performance, speed, or environment.
– Low Customer Loyalty: Customers are satisfied but not emotionally connected enough to become promoters or recommend the business.
– Older Customer Base: Most feedback comes from customers aged 55+, meaning processes and communication must be very clear, patient, and supportive for this group.
– Low Social Media Reach: Only a few customers discovered the business online, showing an underused digital opportunity.
D. Recommendations
Quick Wins (48â72 Hours): Visit Kabalagala immediately, observe service flow, and fix one visible issue such as wait times, cleanliness, or unclear steps. Remind all staff to greet customers quickly, explain next steps clearly, and check satisfaction before the customer leaves.
Short-Term (1â4 Weeks): Run short refresher training for Kabalagala staff on friendliness, speed, and communication. Standardize basic service steps across all branches and start contacting any unhappy customers to fix issues and prevent churn. Strengthen the friends-and-family referral channel with simple ârefer a friendâ incentives.
E. The One Thing You Must Do First
Focus on fixing Kabalagala. It received the most feedback and has the weakest scores, meaning improvements there will immediately lift overall customer experience.