Subject: Homebox UAE Data Sep to Dec
From: Gaurav Yadav <[email-masked]>
To: saurabh <[email-masked]>
Date: Fri, 30 Dec 2022 00:51:00 -0700 (MST)

Hi sir, 

Given below is the data for last 4 months HB UAE. 

			Homebox UAE 							
										
Emails 										
Month 	Tickets 	First response time (average) 	Resolution time 							
Sep 	557 	01:50:51 	42:35:11 							
Oct 	615 	02:20:11 	36:15:56 							
Nov 	766 	02:19:44 	19:01:48 							
Dec 	594 	00:58:42 	20:28:00 							
										
Facebook 										
Month 	Tickets 	First response time (average) 	Resolution time 							
Sep 	900 	01:15:00 	13:51:44 							
Oct 	1026 	02:09:37 	17:01:39 							
Nov 	1490 	04:10:06 	22:15:42 							
Dec 	832 	04:25:00 	10:36:00 							
										
Chats 										
Date 	Assigned conversation 	Resolved conversation 	First Response time(average) 							
Sep 	7027 	7026 	2m 34s 							
Oct 	7319 	7309 	1m 43s 							
Nov 	4916 	4912 	1m15s 							
Dec 	3230 	3230 	1m56s 							

WhatsApp chats category 										
Date 	Customer Services 	PreSales 	No Answer 	Mattress Related 						
Sep 	63% 	32% 	4% 	1% 						
Oct 	51% 	39% 	9% 	1% 						
Nov 	63% 	29% 	8% 	1% 						
Dec 	89% 	8% 	2% 	1% 						
										
Customer Services category 										
Date 	Delivery Related 	Product Complaint 	Refunds and Cancelations 	App and Website Issues 						
Sep 	59% 	17% 	24% 							
Oct 	65% 	16% 	18% 							
Nov 	69% 	12% 	18% 	1% 						
Dec 	72% 	13% 	15% 	1% 						

Delivery Related Sub category 										
Date 	Delivery Status 	Reschedule Delivery 	Delayed Delivery (HH) 	Day of Delivery - Status 	Delayed Delivery (Furniture) 	Damage during delivery 	Missing items\parts 	Partial Delivery 	Wrong commitments 	Fresh fixing pending 
Sep 	64% 	9% 	12% 	5% 	3% 	6% 	1% 			
Oct 	65% 	9% 	6% 	9% 	6% 	2% 	2% 	1% 		1% 
Nov 	58% 	15% 	12% 	7% 	3% 	1% 	1% 	1% 	1% 	
Dec 	60% 	15% 	9% 	9% 	2% 	1% 	1% 	2% 	1% 	

										
Product Complaint Sub category 										
Date 	Complaint within Warranty 	Complaint outside Warranty 	WWD Pending from Workshop 							
Sep 	98% 	2% 								
Oct 	82% 	18% 								
Nov 	93% 	7% 								
Dec 	97% 	2% 	1% 							

Refunds and Cancelations Sub category 										
Date 	Return Request Initiation 	Cancelation 	Refund for Other reason 	Refunds after Return 	Delay collection 	Product issue 	System errors 	Return item not received 		
Sep 	29% 	34% 	8% 	14% 	14% 		1% 			
Oct 	39% 	31% 	14% 	11% 	5% 					
Nov 	42% 	28% 	15% 	10% 	3% 	1% 	1% 			
Dec 	47% 	25% 	9% 	11% 	6% 	1% 		1%