Subject: Re: 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: Tue, 13 Oct 2020 00:28:54 -0700 (MST)

Hi Heta, 

Sure I will speak to the team today on this. I have been doing internal audits to advise the team on these things already. 

Also checking again - 105531 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Tuesday, October 13, 2020 12:06:56 PM 
Subject: RE: DSAT Analysis - Oct 2020 

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