KPIs included
- CSAT
- NPS
- CES
- Verbatims analyzed
Analysis dimensions
- Channel
- Journey stage
- Segment
About this template
Analyze satisfaction, NPS and customer effort (CES). Categorize verbatims to spot pain points. Designed for teams in the Customer Service industry, the model pre-wires 4 key metrics — including CSAT and NPS — analyzable across 3 analysis axes (Channel, Journey stage, Segment). You start from an already-bounded base (units, aggregations and business labels defined) rather than a blank sheet.
After downloading, import Voice of the customer (VoC) into SAC Modeler (Files → New Model → Import data from a file), map the 3 dimensions and 4 measures, then build your Story. The provided dataset contains 720 to 960 rows with realistic values for the Customer Service industry, available as .xlsx (multi-sheet workbook), .csv (flat table) and .package (ZIP bundle with model.json, data.csv and README).
FAQ
What is the "Voice of the customer (VoC)" template for?
It provides a ready-to-use SAC structure to drive analytics in the Customer Service industry. The standard business KPIs and dimensions are already defined, saving you the modeling phase.
Which KPIs are included?
The template includes 4 metrics: CSAT, NPS, CES, Verbatims analyzed. Each is computed across the dimensions Channel, Journey stage, Segment.
How do I import it into SAP Analytics Cloud?
Download the .csv or .xlsx format, then in SAC: Files → New Model → Import data from a file. Map the columns (Dimensions then Measures), validate the types and build your Story. Allow 5 to 10 minutes for an operational model.