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Act · CX Signals

Your customers' week, ranked by what changed.

CX Signals turns your live feedback into one branded report: what moved across every touchpoint, ranked by impact, with the verbatims behind it and a recommended action for each, pointed at the team that owns it. It can be each client's CX homepage, delivered to every desk.

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What's in the report

Six things, every time it lands.

A rolling read of your feedback, the same shape each week, so people know exactly where to look.

01Score strip

Every live touchpoint and exactly what moved against the prior period, scored and channel-tagged.

02Top signals

Ranked by impact × volume × confidence, each flagged confirmed or early signal so you read the solid ones first.

03Recommended actions

Every action tied to a signal, sized by impact and effort, and pointed at the team that owns it.

04Who's affected

Metadata segments, so you can see which slice of customers actually feels each signal.

05Voice of Customer

The real verbatims behind every number, translated where they need to be.

06Close the loop

The open negative responses still waiting for a reply, ready to be worked down.

Top signals

The handful of things that actually moved, ranked by impact.

CX Signals reads every touchpoint and surfaces what changed this period, scored on impact, volume and confidence, and labelled so you know what's solid and what's still early. You see what to fix first, instead of scrolling another wall of charts. Here are three examples from a sample report.

Needs attentionEarly signal
Last 30 days · Website

Returns just took the sharpest drop this week

The returns flow (website) slipped to 3.4/7 from ~4.5, and 66% of the 29 respondents rated it hard going. The fix-quadrant driver is site usability (correlation .79). People can't find where to start a return and the page is slow. Volume is small, so read it as an early signal, but the direction is unambiguous.

CES now3.4 / 7was~4.5hard-rated66%samplen = 29
“I couldn't work out how to start a return, and the page kept timing out.”Returns, CES 2/7
CES, returns flow
4.5Prior
3.4Last 30d
Needs attentionConfirmed
Last 30 days

Slow first replies are the one thing dragging support down

Across the support touchpoints the single fix-now driver is response speed (potential gain +2 pts, sentiment −0.30, 84 mentions). The lowest-scoring teams cluster on exactly this. Customers say the agents are helpful once they reply, so it's a capacity and turnaround problem, not an attitude one.

Potential gain+2 ptsSentiment−0.30Mentions84
“Friendly once they answered, but I waited over a week for a reply.”Support CSAT 2/5
Avg sentiment · key drivers
Helpfulness
Resolution
Response speed
WinConfirmed
Last 30 days

Fast, human service is keeping loyalty near 46

The flagship advocacy metric sits at 46 (+2) on a healthy sample, with 58% promoters, recovered from a spring dip. The strongest promote drivers are speed of service and getting a real person quickly. This is the moat to protect while the friction above gets fixed.

NPS46Promoters58%Responseshigh
“Every time I get in touch, I reach a real person who sorts it quickly.”Loyalty NPS 10/10
NPS, weekly · last 16 weeks Spring low
Recommended actions

Each one tied to a signal, and an owner.

Concrete next steps, sized by impact and effort, with the evidence that justifies each one.

Recommended actionFrom signals 1 & 3

Make starting a return easy to find and quick to load

Cut the time it takes to begin a return, surface the entry point, and fix the steps that dead-end. Speed up the page and confirm each step.

Impact: HighEffort: MediumOwner: Web · Service Ops

Why this: Returns CES fell to 3.4/7 with site usability the top driver (corr .79); verbatims describe a slow, confusing flow.

Recommended actionFrom signal 2 & team ranking

Cut support first-response time and rebalance the busiest teams

Set and watch a first-response SLA. The slowest teams sit well below the network average and map straight onto the slow-reply complaints.

Impact: HighEffort: MediumOwner: Customer Support

Why this: Response speed is the only fix-quadrant service driver (gain +2 pts); closing the gap between the slowest and fastest teams lifts Support CSAT materially.

Recommended actionFrom the segments view

Reproduce the mobile checkout error before it spreads

A small but growing cluster of buyers can't complete a purchase on mobile. A focused QA pass on the mobile flow is low-effort, high-return.

Impact: MediumEffort: LowOwner: E-commerce

Why this: Recurring ‘couldn't pay on mobile’ comments sit behind the checkout dip in one segment.

Built for every desk

The same week, written for whoever opens it.

CX at a glanceMonthly
Group NPS+44↑
Biggest moverOnboarding +7↑
WatchReturns, 3 teams↓

One screen for the board: where CX is heading and which team is pulling it.

Your team this weekWeekly
Team NPS+38↑
Top themeReply speed↓
Coach onClosing the loop·

A coaching read: what changed, and the one thing to coach your team on next.

Your week in feedbackDaily
Praised forClear & calm↑
TipConfirm next steps·
Customers helped34↑

A personal nudge: a real situation, what you did, and one small thing to try.

Per team, per role

A manager gets a coaching read; an agent gets a personal nudge; leadership gets the helicopter view. Same report, the slice each person needs.

On your cadence

Daily, weekly, monthly or quarterly, set per recipient. People stay in the loop without living in the platform.

In your tone

Direct or formal, focused on the topics that matter to that team. It reads like it was written for them, because it was.

Only when it counts

No noise. A report lands when something genuinely changed, so people keep opening them.

Delivered as a scheduled dashboard report for the metrics that matter, or a narrative AI report that reads the week and writes it up. Both are Powered by ISAAC.

The bridge to operations

How a whole company stays close to its customers.

When the customer's voice reaches every desk, ranked, explained and owned, it stops being a metric a few people check and becomes a habit across the company. CX Signals is how Hello Customer keeps the whole organisation looking at the same customers, each from where they can act.

Give every team their own CX homepage.

We'll generate a CX Signals report on your own data and show you what lands, live.

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Forward-looking alertsCatch the slip before it costs you.Explore →Suggested actionsThe next fix, ranked by impact.Explore →CoachingTurn customer feedback into team growth.Explore →
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