Reporting
Reporting & Performance Analysis
Know what’s happening. See what needs to improve.
Monitor your service processes in real time and spot trends in case volumes, complaint rates and customer feedback. TurnFriendly analyses the recorded data directly — without manually maintained Excel spreadsheets.
ACT IN TIME, EVERY DAY
See the process. Understand the causes.
Real-time dashboards show incoming, open and completed cases by team and work queue. Spot backlogs and distribute work where it is needed.
Open cases by work queue
Snapshot · Number of open cases
Cards
62
Payments
44
Customer service
25
Securities
20
Illustrative finance example data. These are not customer results.
Processing times, lead times and the age of open cases reveal delays. SLA analyses help you take action in time.
Service levels at a glance
SLA compliance · Last six months
84% within the SLA
12% exceeded by up to 10% · 4% exceeded by more
Illustrative finance example data. These are not customer results.
Analyse case volumes in real time along your categorisation trees — by topic, product and cause. Identify recurring problems and explore the detail.
Compare complaint causes
Root cause analysis · Number of cases
Fees
36
Advice
24
Processing
18
Communication
12
Illustrative finance example data. These are not customer results.
View more analyses
How is case volume changing? Dashboards show incoming cases over six months compared with the previous year and over twelve months by case category. This helps you identify changes over time.
Incoming cases compared with the previous year
Number of cases · May to October
May
42 / 38
June
56 / 44
July
48 / 40
Aug.
37 / 42
Sept.
46 / 39
Oct.
52 / 45
● 2026 · Solid line
○ 2025 · Dashed line
Illustrative finance example data. These are not customer results.
Where is work concentrated? Compare open cases by team or work queue and case type. Comparing incoming and closed cases by team over four weeks adds another perspective on work distribution.
Incoming and closed cases by team
Four weeks · Number of cases
Customer service
28 / 23
Card services
36 / 32
Securities
18 / 20
● Incoming · Upper bar
○ Closed · Lower bar
Illustrative finance example data. These are not customer results.
Which categories and processes account for incoming cases? The “Incoming cases by category” analysis shows the main topics over twelve months. Dashboards of incoming cases by process and case type complement this perspective.
Identify the main topics
Categorisation · Share of incoming cases
Accounts
40
Fees
28
Online banking
20
Other topics
12
Values in percent · Twelve months
Illustrative finance example data. These are not customer results.
Put metrics into context
Compare reports using consistent definitions and appropriate time periods. Consider elapsed time and active working time separately, and account for data quality, case types and team context when interpreting results.
ANALYSE DATA, NOT SPREADSHEETS
Understand quality. Put insights to work.
Put complaint rates in context
Relate complaints to the relevant baseline — such as bookings in travel. Compare time periods and identify trends.
Analyse customer feedback
Analyse surveys alongside your case data. Customer feedback adds another perspective on processes, products and service quality.
Support BaFin reporting
For banks: Generate analyses for BaFin reporting directly from the recorded complaint data.
Use data across your organisation
Export case data to your data warehouse for organisation-wide analysis. Customer, product and refund data can also be analysed.
More than 60 standard reports, dashlets and ad hoc analyses. Availability depends on your TurnFriendly environment.
Your next step
Which metrics does your service need?
Talk to us about the decisions your analyses should support. Together, we will clarify metrics, time periods, data and permissions.