Customer & Service Performance Dashboard — Excel Template

Give your ops, finance, and CX teams one place to watch customer satisfaction, billing accuracy, collections, and service reliability. This plug-and-play Excel dashboard turns raw data from surveys, contact centers, billing, and field service into decision-ready KPIs—no macros, no add-ins.

Who it’s for

Customer Service Managers, Billing & Collections leads, Operations Directors, and CFO/FP&A teams that want end-to-end customer and service performance tracking without building a model from scratch.

What you get

Interactive dashboard (Excel 2016+ Win/Mac) with filters for site, team, product, and period
Clean Data tabs for surveys, calls, bills, payments, A/R, activations, complaints, meters, and work orders
Targets & RAG (red/amber/green), MoM/YoY trends, and variance-to-goal cards
Print-ready views for QBRs and exec/board packs

KPIs Included (with formulas)

A) Customer Service

Customer Satisfaction Score (CSAT) (out of 5)
CSAT = Sum of All Survey Ratings in Month ÷ Total Number of Surveys in Month
Net Promoter Score (NPS)
NPS = % Promoters – % Detractors
Average Call Resolution Time (min/call)
Total Time to Resolve Calls ÷ Total Calls
First Call Resolution (FCR) %
(Calls Resolved in First Contact ÷ Total Calls) × 100

B) Billing & Collections

Billing Accuracy Rate %
(Correct Bills ÷ Total Bills) × 100
Collection Efficiency %
(Amount Collected ÷ Amount Billed) × 100
Average Payment Processing Time (days)
Total Days Taken ÷ Number of Payments
Receivable Turnover (Days) (per provided method)
(Average Accounts Receivable ÷ Net Credit Sales) × Days in Period

C) Service Reliability

New Connection TAT (days)
Average Days from Application to Activation
Complaint Resolution TAT (days)
Average Days from Complaint to Resolution
Meter Reading Accuracy %
(Accurate Readings ÷ Total Readings) × 100
On-Time Service Requests Completion %
(Requests Completed On-Time ÷ Total Requests) × 100

Why teams choose this template

See the full journey: link CSAT/NPS with FCR and resolution time to pinpoint friction.
Protect cash: track billing accuracy, collection efficiency, and A/R days in one view.
Speed up service: monitor activation and complaint TAT to maintain SLAs.
Trust the numbers: transparent, editable KPI formulas and error checks.

What’s inside the workbook

Executive Overview: headline KPIs with trend lines and target deltas
Operational drilldowns: channel/queue analysis, issue categories, dispute causes
A/R & Collections module: cohort views, promise-to-pay vs. collected
Settings & Thresholds: targets, segments, and business calendar
Documentation tab: plain-English KPI definitions & setup steps