Co-op Bank | Internal Staff Dashboard - Customer Feedback Analytics

Feedback Analytics Dashboard

Real-time customer insights & service monitoring

March 2026 Rose Nyamweya (CX Lead)

2,847

Total Feedback (Mar 2026)

+12% vs last month

143

Today

892

This Week

2,847

This Month

Positive: 54% ↑8% Neutral: 28% ↓2% Negative: 18% ↓1%

Mobile App1,338 (47%) ↑5%

Branch655 (23%) →

WhatsApp512 (18%) ↑12%

USSD228 (8%) ↓3%

Web114 (4%) ↑2%

Branch / Service	Complaints	Primary Issue	Status
Mombasa Road Branch	5	Long wait times (>30min)	Investigating
App Transaction Failure	3	Timeout after login	Alert Triggered
Nakuru Branch	2	Unresolved query	Follow-up

Timestamp	Channel	Customer ID	Failure Reason
2026-03-21 09:23	USSD	XXX4567	Session timeout before rating
2026-03-21 10:15	WhatsApp	XXX8912	Opt-out block
2026-03-20 18:45	App	XXX2345	Network failure

Date	Channel	Event Type	Reason
2026-03-21	Branch	Teller service	Outside time window (after 7pm)
2026-03-20	App	Balance check	Event not eligible (not mapped)

Case ID	Channel	Issue	Assigned To	Status	SLA
FB-2301	Branch	Poor service rating	Brian Odhiambo	In Progress	2h left
FB-2298	WhatsApp	Unresolved complaint	Alice Maingi	New	4h left
FB-2295	App	Login failure feedback	Tech Support	In Progress	6h left

Case	Previous Status	New Status	Updated By	Timestamp
FB-2301	New	In Progress	Brian Odhiambo	2026-03-21 10:32
FB-2289	In Progress	Resolved	Alice Maingi	2026-03-20 16:15

Date	Channel	Feedback ID	Staff Action	Notes
2026-03-21	App	FB-2305	Submitted	Rating 5 stars
2026-03-21	WhatsApp	FB-2304	Submitted	Negative, case created

Co-op Bank

Date	Configuration Item	Old Value	New Value	Changed By
2026-03-15	Feedback Frequency Rule	First transaction/month	First & critical events	Samuel Mbugua
2026-03-10	Negative Alert Threshold	5 per hour	3 per hour	Risk Team