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Executive Insights & Alerts
VOC Coverage & Satisfaction Overview
Response Coverage by DU
VOC Coverage (feedback/eligible) & Initiated Coverage (initiated/eligible)
Satisfaction Score Trend
Quarter-over-quarter average (%) by DU
DU Performance Analysis
Average VOC Score by DU
Click any DU to open detailed drill-down →
Score Heatmap — DU × Quarter
Green ≥ 90% · Blue 75–89% · Amber 60–74% · Red < 60%
Parameter-Level Analysis
DU Strengths & Gaps — Parameter Inference
Top strength and critical gap per delivery unit across all 6 quality dimensions
Parameter Ranking
Average score per quality dimension (all DUs)
Customer Feedback & Sentiment
Customer Voice
Actual comments from VOC responses
Keyword Themes
Extracted from customer comments
Strengths
Improvement Areas
Net Sentiment Score by DU
% positive minus % negative comments — higher is better, near 0 is mixed