SKILL.md
Customer Trust Dashboard Skill
When to Use
- Tracking impact of communications, outages, or policy changes on customer trust.
- Preparing exec/regulator updates on sentiment, complaints, and remediation status.
- Coordinating GTM, support, and risk teams on follow-up actions.
Framework
- KPI Stack – sentiment, NPS, complaint volume, escalation stage, resolution SLA, refund exposure.
- Segmentation – audience (retail, SMB, enterprise), geography, channel, product.
- Signal Sources – support tickets, surveys, social monitoring, regulator portals, payments data.
- Alerting Rules – thresholds, triggers, routing to comms/legal/risk teams.
- Action Register – log remediation tasks, owners, due dates, and status for transparency.
Templates
- Dashboard layout with hero metrics, drill-down tabs, and commentary sections.
- Incident log sheet tied to metrics for root-cause tracking.
- Weekly trust report template for leadership + regulator sharing.
Tips
- Blend quantitative trends with qualitative excerpts for context.
- Keep a “regulator ready” version with evidence attachments and approvals.
- Pair with
manage-trust-communicationsandreview-financial-campaignoutputs.