playbooks

home / skills / gtmagents / gtm-agents / customer-trust-dashboard

customer-trust-dashboard skill

/plugins/financial-services/skills/customer-trust-dashboard

This skill helps you monitor customer trust, sentiment, and regulator-ready KPIs through a modular dashboard and action registry.

npx playbooks add skill gtmagents/gtm-agents --skill customer-trust-dashboard

Review the files below or copy the command above to add this skill to your agents.

Files (1)
SKILL.md
1.3 KB
---
name: customer-trust-dashboard
description: Reporting framework for monitoring trust, sentiment, and regulator-facing
  KPIs.
---

# 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.

---

Overview

This skill provides a production-ready reporting framework for monitoring customer trust, sentiment, and regulator-facing KPIs. It centralizes key signals, alerting rules, and an action register so teams can detect trust shifts and coordinate remediation. The design supports executive and regulator reporting with evidence attachments and approvals.

How this skill works

The skill ingests signals from support tickets, surveys, social monitoring, regulator portals, and payments data to compute a KPI stack (sentiment, NPS, complaint volume, escalation stage, resolution SLA, refund exposure). It applies segmentation by audience, geography, channel, and product, runs configurable alerting rules, and surfaces hero metrics plus drill-down tabs. Incidents and remediation actions are logged in an action register, and templated report outputs produce regulator-ready summaries with evidence links.

When to use it

  • Monitoring the impact of outages, policy changes, or major communications on customer trust
  • Preparing executive or regulator updates on sentiment, complaints, and remediation status
  • Coordinating GTM, support, legal, and risk teams on follow-up actions and ownership
  • Detecting early escalation trends like rising refund exposure or missed SLAs
  • Producing weekly trust reports and incident logs for leadership and compliance

Best practices

  • Blend quantitative trends (KPIs, volumes, SLAs) with qualitative excerpts for context and root cause
  • Maintain a separate ‘regulator-ready’ report version with attachments, approvals, and a clear audit trail
  • Use segmentation to prioritize high-value or high-risk cohorts (enterprise, specific geographies, or channels)
  • Define clear alert thresholds and routing so issues reach comms, legal, and risk teams immediately
  • Keep the action register authoritative: owner, due date, status, and closure evidence for every remediation task

Example use cases

  • Weekly trust dashboard for the executive leadership meeting showing trendlines and top open remediation items
  • Incident-driven report combining incident timeline, metric impact, customer quotes, and regulator evidence package
  • Cross-functional playbook to route alerts and assign owners when complaint volume or escalation stage spikes
  • Regulator submission package with approved summary, complaint counts, remediation status, and supporting documentation
  • Targeted cohort analysis after a product change to measure sentiment, refund exposure, and required remediation actions

FAQ

What data sources should I prioritize?

Start with support tickets, survey responses, payments/refund data, and social monitoring; add regulator portal feeds as needed for compliance reporting.

How do I keep a regulator-ready version current?

Maintain a separate report view with linked evidence, sign-off fields, and a short audit trail; update on every major incident and on a regular cadence for scheduled submissions.