Customer Trust Dashboard Skill

When to Use

• Tracking impact of communications, outages, or policy changes on customer trust.
• Preparing exec/regulator updates on sentiment, complaints, and remediation status.
• Coordinating GTM, support, and risk teams on follow-up actions.

Framework

1. KPI Stack – sentiment, NPS, complaint volume, escalation stage, resolution SLA, refund exposure.
2. Segmentation – audience (retail, SMB, enterprise), geography, channel, product.
3. Signal Sources – support tickets, surveys, social monitoring, regulator portals, payments data.
4. Alerting Rules – thresholds, triggers, routing to comms/legal/risk teams.
5. Action Register – log remediation tasks, owners, due dates, and status for transparency.

Templates

• Dashboard layout with hero metrics, drill-down tabs, and commentary sections.
• Incident log sheet tied to metrics for root-cause tracking.
• Weekly trust report template for leadership + regulator sharing.

Tips

• Blend quantitative trends with qualitative excerpts for context.
• Keep a “regulator ready” version with evidence attachments and approvals.
• Pair with manage-trust-communications and review-financial-campaign outputs.