Voice of the beneficiary
Voice of the beneficiary dashboard
Satisfaction, effort, recommendation and first-contact resolution. Each metric is defined by formula, period, sample and channel and is not compared without a unified method, alongside recurring topics, complaint deadline health, and survey feedback distinguished from automatic feedback. CX-UX-002 CX-PRIV-007/008 ENT-CX-035..039
Services
Q3 2026 · Same methodology for all services
CSAT: ✓ Good 80 or above · ! Needs attention 70 to 79 · ✕ Low below 70
| Service | CSAT | CES | NPS | Complaints | Owner |
|---|
Recurring topics
AI classification with human review of a sample
Complaint-deadline compliance
Data representativeness
CX-PRIV-008
Survey feedback (sampled)38%
Automatic feedback (comments)62%
Automatic comments are biased toward negative experiences · Not generalizable to the population
Coverage of segment SG-4 (entities)Insufficient sample
Week summary
With references · Indicative
Technical complaints related to uploading attachments increased [PP-07 · 38 records], while FCR improved after the text update [KB-174].