Subject: DSAT Analysis - Oct 2020
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Mon, 12 Oct 2020 23:14:27 -0700 (MST)

Hi Heta, 

Attached is the DSAT analysis for the Gaming Team till Oct 12, 2020. 

Gaming + Warranty 	
Total Survey 	138 
CSAT Number 	108 
DSAT Number 	30 
CSAT% 	81.90% 
DSAT% 	18.10% 

DSAT Reason 		
Customer 	10 	33% 
Procedure 	1 	3% 
Product 	3 	10% 
Sales 	1 	3% 
Support 	7 	23% 
Warranty 	8 	27% 

Asignee 
	Customer 	Procedure 	Product 	Sales 	Support 	Warranty 	Grand Total 
Ashish 	1 				1 		2 
Ismael Zakaria 	1 						1 
Jessica Chen 	2 					1 	3 
Josephine Veena 					1 		1 
Kanak Bhatt 	1 				2 	2 	5 
Norbert Reisenauer 	1 						1 
Pradeep Verma 	1 		2 		1 	2 	6 
Pravesh Singh 		1 				1 	2 
Sara - Account Owner 				1 		1 	2 
Yamamoto 			1 		2 		3 
Yuko Hughes 	2 					1 	3 
Vishal Singh 	1 						1 
Grand Total 	10 	1 	3 	1 	7 	8 	30 

DSAT reasons identified. 

1. Incorrect comprehension of the issue and incorrect guidance 
2. Apology and empathy missing when defusing the customer. 
3. Delay in response 
Feedback has been shared with the team already and hopefully, we would not see the same mistakes again. 

Regards, 
Pritish Nandi