Executives don’t want anecdotes — they want clarity.
This template gives you a shareable, evidence-backed view of how your support team is performing — not just on speed, but on quality.
Definition: A support experience scorecard is a summarized, strategic view of how well your team is delivering on customer expectations — backed by quotes, sentiment, and behavioral metrics from real conversations.
| Benefit | Description | Impact |
|---|---|---|
| Clear Executive Summary | Provide leaders with real visibility into CX | Build trust and funding |
| Quote-Supported QA | Add context to every performance trend | Improve coaching conversations |
| Cross-Team Comparison | See who’s leading and who needs support | Better enablement strategy |
| Continuous Improvement | Run this quarterly for ongoing performance clarity | Boost long-term CS quality |
CX Directors — Report performance across teams with proof
Support Leaders — Deliver meaningful QA insight beyond metrics
Enablement & QA Teams — Identify trends, share examples, coach with context
Executives — Get a high-level pulse without wading through tickets
No — it works across live chat, phone, email, or any customer-facing interaction.
Yes — just include basic metadata and the system will group accordingly.
It won’t replace human coaching, but it will massively speed up review, triage, and alignment.
“We use Insight7 for quarterly QA reporting — and it’s transformed how we report to leadership. Way more clarity, and everyone trusts the data now.”
— Joseph Snider, Researcher
