Closed-Loop Resolution & Recovery Dashboard

Meridian SaaS — Last 90 Days — North-Star: Complaint-Period NRR ≥ 97%

Detractor Recovery Rate
38.2%
▲ 4.1pp vs. Q-1
Complaint-Period NRR
94.7%
▼ 2.3pp — Below Target
MTTR (Enterprise)
31h
▼ 7h vs. Q-1
Repeat Complaint Rate
14.6%
▲ 2.8pp
Spend Recovery Index
1.18x
▲ 0.09x
SLA Compliance (Ent)
91.4%
▼ 1.2pp

Complaint Volume vs. Product Release Calendar

● v3.4.1 Release triggered 47% spike (+680 tickets in 72h) — primarily Integration Failures

Detractor Recovery Rate by Intervention Type

Complaint-to-Churn Correlation by Category

Agent Recovery Effectiveness Heatmap

Recovery Rate % by Agent × Complaint Category (Top 10 Agents by Volume)

Billing
Integration
Performance
Onboarding
Support Qual.
Other
T. Okonkwo
45%
38%
42%
41%
36%
31%
M. Chen
39%
44%
37%
33%
32%
35%
R. Patel
34%
31%
40%
38%
29%
27%
L. Martinez
37%
33%
32%
41%
36%
30%
K. Johnson
32%
35%
34%
31%
42%
28%
A. Nguyen
31%
29%
36%
33%
34%
35%
Anomaly: T. Okonkwo shows 41% recovery rate (top performer) but 58h MTTR (bottom quartile) — deep-dive resolution trade-off

Mean Time to Resolution by LTV Tier

Escalation Rate by Complaint Category

Resolution SLA Compliance Trend by Segment (Last 12 Weeks)

Detailed Complaint Resolution Table (L2 Categories)

Category Volume (90d) % Total Avg MTTR Recovery Rate Escalation % Repeat Rate Shift Index
Billing 498 27.0% 28h 41.2% 12.4% 18.3% +9pp
Integration Failures 388 21.0% 42h 32.1% 31.7% 22.8% +6pp
Performance/Latency 332 18.0% 36h 36.5% 19.3% 16.1% +2pp
Onboarding 259 14.0% 24h 44.8% 8.1% 9.7% -1pp
Support Quality 203 11.0% 19h 39.4% 22.6% 13.8% -2pp
Other 167 9.0% 31h 33.5% 15.0% 11.4% +1pp

Repeat Complaint Rate Trend (30-Day Window)

Root-Cause Category Shift Index

Billing +9pp shift suggests systemic pricing/invoicing issue requiring product roadmap attention