Customer Service & Commercial Performance Dashboard — Excel Template

Turn support and revenue signals into decisions. This ready-to-use Excel dashboard tracks customer experience, service provisioning, churn, ARPU, and data revenue—perfect for telco, ISP, and subscription businesses that want fast, reliable KPIs without building everything from scratch.

Built for CX and Commercial teams

No macros required (100% Excel 2016+ for Windows/Mac).
Drop-in data sheets: paste monthly/weekly CSV exports and refresh.
Auto-KPIs & RAG targets: instant red/amber/green status vs. your goals.
Filters: segment by product, plan, market, channel, or team.

KPIs Included (with formulas)

A) Customer Experience

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 Wait Time (Minutes)
Total Wait Time ÷ No. of Calls Answered
First Call Resolution (FCR) %
(Calls Resolved in First Contact ÷ Total Calls) × 100

B) Service Provisioning

Average Provisioning Time (Days)
Avg Days from Order to Service Activation
Order Completion Rate %
(Orders Completed ÷ Orders Received) × 100
Activation Success Rate %
(Successful Activations ÷ Total Activation Attempts) × 100
Churn Rate %
(Customers Lost ÷ Total Customers) × 100

C) Revenue & Usage

Average Revenue per User (ARPU)
Total Revenue ÷ Avg Active Users
Postpaid to Prepaid Ratio
Postpaid Subs ÷ Prepaid Subs
Data Revenue %
(Data Revenue ÷ Total Revenue) × 100
International Call Minutes
Total Intl Call Duration in Month (Minutes)

What’s inside

Executive Dashboard: CSAT, NPS, FCR, wait time, provisioning speed, activation rate, churn, ARPU, data revenue, Intl minutes—plus MoM/YoY trends and variance to target.
Data Entry Sheets: structured tables for surveys, contact center, orders, activations, base movement, and revenue.
KPI Engine: prebuilt calculations & error checks.
Settings & Targets: define thresholds, product hierarchies, and date ranges.
Print-ready views: export to PDF for QBRs and ops reviews.