Subject: Bad CSAT Survey - May 2021
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 10 May 2021 04:22:15 -0700 (MST)

Hi Heta, 

Attached is the Bad CSAT audit report. I have found one Agent related error due to a delay in response. 

We do have a high number of dissatisfactions on Out of warranty request due to physical damage however, that was because agents were asking for all the information before asking L2 which was leading the customers to believe 
that we will replace it. 
However, when they were getting RMA declined response they were not taking it positively. Now as we have changed the process for the physical damage, we should see fewer DSAT's in that category. 

I will keep checking. 

Regards, 
Pritish Nandi