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.
This is a complete SAC template kit for Voice of the customer (VoC): sample data, model definition, KPI dictionary, a step-by-step import guide (matching the current SAC screens) and a dashboard blueprint — recommended calculations with ready-to-paste SAC formulas plus a layout that follows universal dashboarding rules. Import the "Data" sheet into SAC Modeler (Create New → Model → Start with data → File), check the 3 dimensions and 4 measures, then build a professional Story in minutes using the blueprint. The dataset contains 720 to 960 rows of realistic sample values for the Customer Service industry, available as .xlsx (7-sheet workbook), .csv (flat table) and .package (ZIP with model.json, data.csv, README and licence). You supply and validate your own figures.
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 .xlsx or .csv, then in SAC: Modeler → Create New → Model → "Start with data" → File. Pick the "Data" sheet, tick "first row as headers", and SAC builds the model. The workbook includes a step-by-step Import guide (matching the current SAC screens) and a Dashboard blueprint with ready-to-paste calculations, so you can build a professional Story in minutes. You supply and validate your own figures.