What is a client monitoring report?
A client monitoring report is a document that consolidates data from multiple sources (e.g., CRM systems, customer support platforms, financial software) to track and display key performance indicators (KPIs) (e.g., client satisfaction, response time, account growth), enabling teams to monitor client interactions and performance and create presentations for stakeholders and executives.
Client monitoring reports are typically created using flexible tools like Google Looker Studio, Power BI, Google Sheets, or platform-specific solutions to enable high customization and integration of multiple data sources.
What to include in a client monitoring report?
An actionable client monitoring report balances context and specificity based on the audience (executives, managers, and analysts) and their use cases.
Executive client monitoring reports
Executive reports for CEOs, COOs, and stakeholders show the overall impact of client relationships. Reviewed weekly, monthly, or quarterly, they include:
- Client satisfaction analysis: using metrics like NPS, CSAT, and client feedback.
- Financial analysis: revenue per client, client profitability, and account growth.
- Cohort analysis: retention, expansion, and lifetime value by client cohort (onboarding period, industry).
- Add text for additional context to translate metrics for non-technical audiences. Present in slide decks and simplified Looker Studio reports.
Client manager reports
Manager reports have cross-client views with drill-downs to see performance by client, region, account manager, and service level. They help align teams, define strategies, and include:
- Cross-client reporting: overall client satisfaction, service delivery, and financial performance across clients.
- Goal tracking: compare current performance vs objectives.
- Audits for prioritization and spotting issues
- Competitive analysis for service and relationship mapping.
- Client feedback and engagement research
Operational Client Monitoring Reports
Operational reports for analysts and account managers have granular, customizable KPIs to solve technical issues. Monitored hourly, daily, or weekly, they cover:
- Support: ticket resolution time, client queries, satisfaction scores.
- Engagement: meeting frequency, communication logs, feedback loops.
- Financial: invoice status, payment cycles, revenue tracking.
- Service delivery: project milestones, deliverables, client feedback.
Operational client monitoring reports are highly customized, built in flexible tools like Google Sheets or Looker Studio to enable data cleaning, blending, annotations, and integrating multiple sources.
How to build a client monitoring report?
To build a client monitoring report, connect your data sources, choose a template on Looker Studio or Sheets, build your queries by selecting metrics and dimensions, choose charts to visualize your data, customize the report, design and share via link, PDF or email.
Here’s the breakdown:
Connect data sources
Define and connect the data sources to bring to your report. Common sources are CRM systems for client data, customer support platforms for service metrics, financial software for revenue and billing data.
To connect your data sources, go to portermetrics.com, choose the data sources to bring to your report.
You can follow these tutorials on connecting your data:
Choose a template
Choose from dozens of client monitoring report templates in Google Sheets or Looker Studio, designed for use cases like client satisfaction tracking, financial analysis, and service delivery monitoring.
Learn to copy Looker Studio templates.
While templates are the starting point. Make them specific for your business or agency. Map your specific metrics, especially custom client interactions, CRM contact data, and all the fields and metrics that you define as "client satisfaction" and "revenue".
Depending on your reporting tool—Google Sheets or Google Looker Studio, pick any of the dozens of templates created by our team and customers to solve your client monitoring use cases, such as client satisfaction tracking, financial analysis, and service delivery monitoring.
Select metrics, dimensions, and charts
Once your report template is downloaded, you may 1)modify it or 2) create a blank page to build it from scratch. Whatever the case, setting up a query always follows these steps:
- Select the data source and the account connected to it
- Choose metrics (e.g. Client satisfaction, revenue, response time, etc.).
- Choose breakdowns to segment your data (e.g. by date, client name, service type, etc.)
You can follow these tutorials on adding data to your reports
Design
To make your client monitoring reports truly white-label you can add logos, colors, fonts, and styling to mirror your brand.
Follow these tutorials to design your client monitoring reports:
Share
Share your client monitoring reports via links, PDF, schedule emails, and control permissions.
KPIs to include in a client monitoring report?
Client monitoring reports should include a mix of client satisfaction, engagement, financial, and service delivery metrics and KPIs to fully understand the performance of client interactions towards business goals. They include:
Client satisfaction KPIs measure the quality of client relationships:
- Satisfaction metrics: NPS, CSAT, client feedback scores
- Engagement metrics: meeting frequency, communication logs, response times
- Financial metrics: revenue per client, account growth, profitability
Efficiency KPIs compare your service outputs to the cost, including:
- Support: average resolution time, ticket volume
- Engagement: response time, follow-up rate
- Financial: cost per client, revenue growth rate
Effectiveness KPIs compare the input with the output from one service stage to another
- Support: resolution rate
- Engagement: client retention rate
- Financial: profitability margin
Service and cost KPIs show the bottom-line impact of your client performance:
- Service: project completion, deliverables
- Cost: operational expenses, payroll
- Efficiency: ROI, client acquisition cost
- Effectiveness: average deal size, client lifetime value
To analyze these client monitoring KPIs, segment them by:
- Client: industry, size, region
- Time: Hourly, daily, weekly, monthly
- Service: type, level, objective
- Engagement: frequency, method, feedback
- Content: reports, updates, feedback
