Subject: RE: DSAT Analysis - Oct 2020
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Tue, 13 Oct 2020 06:36:56 +0000

Hi Pritish,

Thank you for the feedback.

Could you please look more closely into this issue, #105531, both communication and solution-wise.

It also seems to me that internal notes are often not clear or summaries and after call notes are lacking. Please emphasize the importance of the documentation once again. It should be possible for another agent to pick up the case and have all information available what was done so far.

From: Pritish Nandi <[email-masked]>
Sent: 13. oktober 2020 08:14
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Subject: DSAT Analysis - Oct 2020

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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