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