Customer Experience Dashboard

Journey Friction & Drop-off Analysis

Last 90 Days

North Star: Net Revenue Retention

Journey Completion

68.4%

-3.2%

Avg CES Score

4.6

-0.4

Escalation Rate

11.2%

+1.8%

TTFV (Median Days)

8.3

-1.2d

Rage Clicks/1k

18.7

+3.1

Sentiment Score

0.62

-0.08

Journey Stage Completion Rate by Cohort

Customer Effort Score by Touchpoint

Interaction-to-Escalation Ratio (30-Day Rolling)

Time-to-First-Value Distribution by Plan Tier

Rage Click Density Map (Clicks per 1,000 Sessions)

Page

Dashboard

Onboarding

Billing

Settings

Reports

Integrations

Week 1

8.2

22.4

14.7

9.1

11.3

16.8

Week 2

7.9

19.6

15.2

8.4

10.7

18.9

Week 3

9.3

24.1

17.4

9.8

12.1

15.3

Week 4

8.6

21.7

16.1

7.2

11.9

19.4

<12 (Low)

12-17 (Moderate)

>17 (High Alert)

Channel Preference Shift Rate (MoM)

Cohort Churn Risk Composite

Q1 2024 Enterprise 74

Q1 2024 SMB 58

Q4 2023 Enterprise 81

Q4 2023 SMB 36

Q3 2023 Enterprise 77

Q3 2023 SMB 52

>70 Healthy

40-70 At Risk

<40 Critical

Resolution-to-Retention Correlation Index

Segment	Resolved Within SLA	SLA Breached	Delta	Revenue Impact
Enterprise	93.2% renewal	71.4% renewal	+21.8pp	$1.8M protected
Mid-Market	89.7% renewal	68.9% renewal	+20.8pp	$940K protected
SMB	86.4% renewal	72.1% renewal	+14.3pp	$520K protected
Trial Users	62.8% convert	41.2% convert	+21.6pp	$310K new ARR

Data refreshed every 4 hours • Causal chain linked to Net Revenue Retention (NRR)