Digital Experience & Self-Service Optimization Dashboard
Meridian Financial Services • 210,000 Monthly Active Portal Users • Cost-to-Serve Reduction Target: 18% over 2 Quarters
Self-Service Deflection
61.4%
+3.2% vs LM
Avg Customer Effort Score
5.3
+0.1 vs LM
Session Abandonment
28.7%
+1.4% vs LM
Auth Failure Rate
7.8%
+2.7% vs LM
Portal Feature Adoption
44.2%
+5.8% vs LM
Avg Cost per Escalation
$12.40
-$0.90 vs LM
Self-Service Flow Completion by Contact Reason
CES by Touchpoint & Auth Failures (12 Weeks)
Mobile vs Desktop Completion Rate Gap
Top Knowledge Articles by Effectiveness
Portal Search-to-Resolution Rate
Session Abandonment Rate by Flow Step (Weekly)
W1
W2
W3
W4
W5
W6
W7
W8
W9
W10
W11
W12
Login
4%
5%
9%
8%
7%
6%
5%
5%
6%
5%
4%
5%
Identity Verify
38%
39%
41%
40%
39%
37%
35%
34%
33%
32%
31%
30%
Form Fill
22%
23%
25%
24%
23%
21%
20%
19%
18%
18%
17%
17%
Confirmation
8%
9%
11%
10%
9%
8%
7%
7%
8%
7%
6%
7%
Color scale: Green (0-15%) → Yellow (16-30%) → Orange (31-40%) → Red (>40%)
Knowledge Article Effectiveness
Contact Reason Performance Summary
| Contact Reason |
Monthly Volume |
Deflection Rate |
CES |
Abandonment |
Esc. Cost |
| Account Balance Inquiry |
18,420 |
84.2% |
5.8 |
12.3% |
$8.20 |
| Password Reset |
14,180 |
72.6% |
4.9 |
18.7% |
$11.40 |
| Transaction History |
12,890 |
78.1% |
5.6 |
14.2% |
$9.30 |
| Update Contact Info |
9,540 |
68.3% |
5.2 |
21.4% |
$10.80 |
| Dispute Transaction |
8,210 |
41.2% |
4.6 |
36.8% |
$18.90 |
| Statement Download |
7,630 |
81.4% |
5.9 |
11.2% |
$7.60 |
| Card Activation |
6,840 |
65.9% |
5.1 |
24.3% |
$12.20 |
| Returns & Refunds |
5,920 |
23.1% |
3.8 |
51.2% |
$23.40 |
Digital-to-Assisted Escalation Trend (12 Months)
Proactive Notification Engagement by Reason