Australian businesses are under growing pressure to deliver standout experiences across every touchpoint. Customers now expect seamless, personalized experiences. The problem gets harder when customer data comes flooding in from CRMs, surveys, social media, and more. The data is fragmented and quite a lot. At Nexalab, we’ve spent years working alongside Australian businesses to solve this very challenge. Fortunately, we can turn chaotic streams of information into clear and actionable insights with a customer experience dashboard.
We don’t claim to be a silver bullet, but we do take pride in building solutions. We build solutions to integrate cleanly with your existing systems, respect your workflows, and help teams work smarter. If you’ve ever felt like your CX data is too scattered to be useful, you’re not alone. And you’re not stuck, either. Let’s dig into how to get a better customer experience.
Why Business Needs a Customer Experience Dashboard
A customer experience dashboard brings all your CX metrics into one place. From the first touchpoint to long-term retention, it connects the dots between what customers experience and how they respond.
We’re talking info from your CRM, surveys, social media chats, support emails, website visits. It gives you a proper look at the entire client experience.
The benefits of customer experience dashboard start with visibility. A well-built CX dashboard gives you a unified view so every team sees the same customer experience data. Real-time tracking is another win. Whether it’s spotting a dip in customer satisfaction or a spike in support tickets, dashboards let you act quickly instead of waiting for the end-of-month wrap-up.
With clear visualisations, businesses can zero in on friction points, personalise interactions, and make data-driven decisions. All to improve loyalty and reduce churn. And the best part? Over time, a smart dashboard lets you prove the ROI of your CX investments. You’ll know what’s working, where to double down, and how to build better experiences.
Key Metrics to Track in Your CX Dashboard
To make your customer experience dashboard useful, it needs the right metrics. These metrics, when combined, show where your service shines and where it might be letting people down.
Here’s the customer experience dashboard metrics that should exist in your dashboard.
- Customer Satisfaction Score (CSAT): Tracks how happy customers are after key interactions. It’s quick, direct, and useful for spotting immediate issues.
- Net Promoter Score (NPS): Gauges brand loyalty. It asks, “Would you recommend us?”—a powerful indicator of your reputation and growth potential.
- Customer Effort Score (CES): Measures how easy it is to get help or complete a task. The harder it is, the faster loyalty drops.
- Customer Retention Rate: Shows how well you’re keeping customers over time. A high retention rate often signals strong relationships. Consider using proven retention strategies here.
- Churn Rate: The opposite—how many are walking away. High churn usually means there’s a bigger issue in service or product experience.
- Support Ticket Volume & Response Time: Tracks demand and how quickly you’re responding. Slow response equals poor user experience.
- Customer Lifetime Value (CLTV): Calculates how much value a customer brings over time. Higher CLTV = healthier business.
How to Build an Effective Customer Experience Dashboard
Knowing what to track is one thing, but how do you put together a customer experience dashboard that turns data into something useful? It’s a process, not just throwing charts on a screen. Let’s break it down.
Define Your CX Goals
The foundation of any effective dashboard is clarity about what you’re trying to achieve. Is it faster support? Higher net promoter score? Reducing churn? Your dashboard should serve these goals—not the other way around.
Use the SMART framework: Specific, Measurable, Achievable, Relevant, Time-bound. A goal like “Reduce churn by 10% in 3 months” gives you a clear direction. Then, chat with people across the business, from sales, marketing, product, and the C-level. Discuss to make sure you share the goal and answer their important questions too.
Choose the Right KPIs for Your Business Model
Once you know your goals, pick the Key Performance Indicators (KPIs) that measure progress towards them. Your business model matters here. A SaaS company might prioritise CLTV and churn rate. A retail brand might focus on customer satisfaction after checkout. What matters is aligning metrics to outcomes. B2B? Net Promoter Score and account health might be top priorities.
Then, aim for a healthy mix: what customers feel (NPS, CSAT), what’s happening operationally (Ticket Volume), and the business outcomes (Churn, CLTV). Don’t track everything under the sun. Track only what truly matters to avoid clutter and confusion.
Connect Your Data Sources
Your customer journey mapping dashboard is only as strong as the data feeding it. So, pull in info from:
- HubSpot CRM systems (customer details, history)
- Surveys (direct customer feedback for NPS, CSAT, etc.)
- Support tools (tickets, resolution times)
- Live chat logs
- Email marketing systems
- Social media monitoring
- Website/app analytics (how people use your site/app)
- E-commerce platforms (purchase data).
As you might expect, it can get complex to integrate all the data from many resources. So, here, you need APIs, connectors, or maybe some ETL work.
Use a Dashboard Tool or Platform
You need a proper dashboard tool. You can’t track real-time CX manually. Use platforms like Tableau, Power BI, or Octobits. Each has its strengths and weaknesses. Some are better for visualisation, others for automation.
Finding the right fit depends on your specific needs, goals, budget, and tech setup. So, consider several things to look for: Does it connect easily to your data sources? Can you create clear visuals? Is it easy to use? Can it handle your data volume? Is it secure? Does the price fit?
Customise the Visualisation for Different Teams
One size rarely fits all. The boss needs a high-level overview (NPS, Churn, CLTV). Marketing wants to see campaign impacts and feedback on messaging. Support needs real time operational stuff (Ticket Volume, response times). Product teams want feedback on features. So, customise your customer dashboard.
Using clear and simple bar charts, NPS gauges, or heatmaps go a long way in helping people get the picture—literally. Make the user experience dashboard itself easy to understand so people can quickly see what matters to them. Don’t just dump data; tell a story visually.
Automate Real-Time Updates
Nobody wants to stare at stale data. Automate refreshes so your dashboard updates as new info rolls in. Automation means faster responses, better efficiency, and being proactive rather than reactive. This keeps the client experience smooth. Set alerts for red flags, like a drop in CSAT or a spike in churn, so your team can act before issues blow up.
Best Tools for Customer Experience Dashboards
Choosing the best software is a big decision because there’s no single really best tool. So, here are some best options on the market:
- HubSpot Service Hub: As part of the broader HubSpot platform, it offers strong integration with HubSpot CRM, ticketing, customer feedback tools, and customisable reporting dashboards within a unified ecosystem.
- Zendesk: A big player focused purely on customer service and support. Strong in ticketing and analytics for support team performance.
- Octobits (by Nexalab): Octobits excels at integrating data from diverse marketing and operational tools. This capability gives you an operational view alongside potential client experience insights. If your team is trying to connect the dots between efficiency and customer satisfaction, Octobits is best for you.
- Microsoft Power BI: Super powerful and flexible BI tool, especially if you use other Microsoft stuff. Connects to almost anything but needs a bit more setup for specific CX views.
- Google Looker Studio: A free, web-based BI tool particularly strong at visualising data from the Google ecosystem. However, this tool also connects to many other sources via partner connectors.
- Tableau: A market-leading data visualisation platform renowned for its powerful analytical capabilities, highly interactive dashboards, and ability to handle large, complex datasets.
Your Next Steps
When a great customer experience dashboard is done right, it helps you stay in tune with customer needs, act faster, and deliver better service. But building it is just step one. The real win comes from using it constantly – look at the trends, ask ‘why?’, test solutions, and get everyone involved in using the data.
This is why when you try Octobits as your customer dashboard, you get an assessment from our team. Not in the dashboard. But in how you analyse the data for your business growth. If this kind of support is needed, let’s talk. Book your session here.
