IT and Tech Customer Engagement KPI Dashboard in Excel

Managing customer relationships in tech requires clarity, data, and speed. The IT and Tech Customer Engagement KPI Dashboard in Excel offers a powerful solution to help IT leaders, support teams, and CX strategists track what truly matters—without coding or complex software.

Whether you’re running a SaaS company, managing a helpdesk, or leading product support, this plug-and-play dashboard gives you clear insights into engagement, satisfaction, and retention. With real-time visuals, dynamic charts, and customizable KPIs, you can turn feedback into strategy and service into loyalty.

🗂️ What’s Inside This Dashboard?

This dashboard is structured into 7 purpose-built Excel worksheets, making it simple and intuitive for your entire team:

🏠 Home Sheet

Navigate your entire dashboard from a central hub using 6 clickable buttons that take you to each key section.

📊 Dashboard Sheet – MTD & YTD Performance

The main visual interface to track Month-to-Date and Year-to-Date values for every KPI:

• Drop-down selector (cell D3) to choose the month

• Up/down arrow icons with conditional formatting for trends

• Comparison across Actual vs. Target vs. Previous Year

• Instant visual cues for each KPI’s health

📈 KPI Trend Sheet

Visualize performance over time using combo charts:

• Select any KPI from a dropdown menu

• View MTD & YTD trends side-by-side

• Track progress, dips, or surges using line and bar charts

• Great for monthly reviews and forecasting

📥 Actual Numbers Input Sheet

Enter MTD and YTD values for each KPI. No formulas to break—just input and go.

• Dynamic month selection via cell E1

• Data is cleanly separated for fast updates

• Drives all dashboard visualizations

🎯 Target Sheet

Store your monthly and annual KPI targets:

• Keep your goalposts visible

• Enables automatic variance and % calculations on the dashboard

🕒 Previous Year Numbers Sheet

Keep last year’s MTD/YTD data for accurate YoY (Year-over-Year) comparisons.

• Benchmark success

• Spot seasonal patterns or recurring challenges

🧾 KPI Definition Sheet

Ensure every user understands what each metric means:

• KPI Name, Group, Unit, Formula, and a Short Description

• Define each KPI as UTB (Upper The Better) or LTB (Lower The Better)

• Perfect for onboarding new team members or sharing reports cross-functionally

🌟 Key Benefits of the Dashboard

✅ Real-Time Engagement Monitoring – Instantly see which KPIs are improving and which need attention
✅ All-in-One Reporting – MTD, YTD, and PY stats in one place
✅ Strategic Decision-Making – Visual trends help identify what’s driving retention and satisfaction
✅ No Monthly Subscription – Pay once and reuse for every reporting cycle
✅ Customizable and Scalable – Add your own KPIs, logos, or department-level filters
✅ Beginner-Friendly – Designed for non-technical users, no coding required

📌 Common KPIs Tracked

• Net Promoter Score (NPS)

• Customer Satisfaction Score (CSAT)

• First Contact Resolution (FCR)

• Ticket Volume

• Average Response Time

• Escalation Rate

• Churn Rate

• Self-Service Usage Rate

• Customer Retention Rate

• Customer Lifetime Value (CLTV)

You can always add more using the KPI Definition Sheet!

💼 Who Should Use This Dashboard?

• IT & Helpdesk Managers

• SaaS Product Teams

• Customer Experience Executives

• Support Desk Coordinators

• B2B Tech Firms

• Digital Service Providers

If your business depends on tech-enabled customer touchpoints, this dashboard is for you.

🔧 Customization Options

• Add more KPIs or visual charts

• Change color schemes to match your brand

• Add slicers for region, product line, or client tier

• Export to PDF for board presentations

🛠️ Tools Needed

• Microsoft Excel 2016 or above

• Macros not required

• Compatible with Office 365 desktop

📘 Detailed User Guide 

YouTube Tutorials

See how to set up and customize with full video walkthroughs:
🎥 YouTube.com/@PKAnExcelExpert

Watch the step-by-step video tutorial: