Customer Experience KPI Dashboard in Google Sheets

Elevate Your Customer Experience Strategy with Real-Time Performance Insights.
In today’s fast-paced, customer-driven world, measuring and improving the customer journey is critical. The Customer Experience KPI Dashboard in Google Sheets empowers your team to track, analyze, and improve customer satisfaction with real-time metrics.

This interactive, ready-to-use template lets you monitor essential KPIs such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Churn Rate, First Response Time, and more. Whether you’re leading a support team or a CX department, this dashboard provides the clarity and visibility needed to make customer-focused decisions faster and smarter.

Built in Google Sheets, it’s cloud-based, collaborative, and fully customizable.

Key Features of the Customer Experience KPI Dashboard

Centralized Dashboard Sheet
Gain quick access to MTD, YTD, and Previous Year comparisons with automated arrows that highlight target achievement and performance drops.

KPI Trend Analysis Sheet
Use the dropdown to select any KPI and view its definition, unit, type (LTB/UTB), and automated MTD/YTD trend charts for deeper insight.

Actual Numbers Input Sheet
Monthly input sheet to add performance values—everything gets reflected on the dashboard without needing formulas or coding.

Target and Previous Year Input
Set your monthly and annual targets and add past-year figures for easy year-over-year analysis.

KPI Definition Sheet
Includes all metric details—KPI Name, Group, Formula, Type, and Meaning—to ensure consistency across your team.

Conditional Formatting
Green and red arrows instantly show whether you’re on target, above or below expectations.

What’s Included in the Template?

• 6 Smartly Structured Worksheets:

  • Dashboard Sheet

  • KPI Trend Sheet

  • Actual Numbers Sheet

  • Target Sheet

  • Previous Year Data Sheet

  • KPI Definition Sheet

• Pre-formatted with Charts, Tables, and Drop-downs

• Fully Editable for Custom KPIs

• No Add-ons Required—Pure Google Sheets Functionality

• Collaborate Online in Real-Time

Sample KPIs You Can Track

• Net Promoter Score (NPS)

• Customer Satisfaction Score (CSAT)

• First Response Time

• Average Resolution Time

• Customer Retention Rate

• Churn Rate

• Ticket Volume

• Customer Effort Score (CES)

• Support Request Escalation Rate

• Service Level Agreement (SLA) Compliance

Each metric can be configured as UTB (Upper the Better) or LTB (Lower the Better) depending on the target outcome.

Who Can Use This Dashboard?

CX Managers – Track satisfaction and service efficiency
Support Teams – Improve ticket handling and SLA compliance
Marketing Teams – Evaluate brand perception and loyalty
Business Leaders – Align team actions with customer-centric goals
SaaS Companies & Startups – Monitor churn, engagement, and retention
Call Centers & Helpdesks – Reduce wait times and increase satisfaction

Advantages of Using This Dashboard

Real-Time Monitoring – Stay updated with dynamic visuals and charts
100% Customizable – Add KPIs, rename tabs, or change colors easily
Team Collaboration in Google Sheets – Access anywhere, share with ease
Visual Feedback – Arrows, charts, and color codes offer quick insights
Data-Driven Improvements – Drive better decisions and CX strategies

Best Practices

Update Monthly – Maintain data freshness for accurate insights
Focus on Trends – Use the KPI Trend tab to identify long-term issues or wins
Train Teams – Align your team with KPI definitions to ensure consistency
Monitor High-Impact Metrics – Prioritize metrics like NPS, FRT, and Retention
Collaborate Across Teams – Share insights across support, sales, and marketing

Read the Full Blog Post

Customer Experience KPI Dashboard in Google Sheets – Complete Guide

Watch the step-by-step video Demo:

Watch the Video Walkthrough on YouTube

youtube.com/@NeotechNavigators