Subject: Re: April good surveys Level 1
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Fri, 4 Jun 2021 07:38:38 -0700 (MST)

Hi Heta, 

PFB some analysis on the Good Survey and also directly related to the duration of ticket closure. This is just an initial glimpse and not a thorough analysis. I will be checking more as we discussed and try to see what could be the reasons. 

My initial thoughts: 

1. Less number of Surveys answered by customers 
2. Most people who have high closure duration have more bad surveys. 
3. After checking comments, I found that even if they took longer to resolve they go good survey because they kept customer informed accurately and did not Breach SLA 
4. Change of warranty procedure is also one factor which cannot be ignored. The customer has to wait more time now on SLTR as compared to SNOW. 

CSAT of Agents: 

Enterprise 					
Assignee name 	Good satisfaction 	Bad satisfaction 	Total 	Good % 	Bad% 
Aparna Jain 	47 	6 	53 	88.68% 	11.32% 
Daniele Castiglioni 	31 	4 	35 	88.57% 	11.43% 
Sebastian Coldea 	20 	0 	20 	100.00% 	0.00% 
Levente Szabo 	19 	2 	21 	90.48% 	9.52% 
Pravesh Singh 	18 	7 	25 	72.00% 	28.00% 
Antonio Iunco 	18 	2 	20 	90.00% 	10.00% 
Dipanshu Sharma 	18 	0 	18 	100.00% 	0.00% 
Rosette Modiri 	15 	1 	16 	93.75% 	6.25% 
Md. Modassir Hassan 	13 	3 	16 	81.25% 	18.75% 
Ismael Zakaria 	9 	1 	10 	90.00% 	10.00% 
Anupam Tiwari 	7 	8 	15 	46.67% 	53.33% 
Marika Fujita 	7 	0 	7 	100.00% 	0.00% 
AJ Hurry 	6 	0 	6 	100.00% 	0.00% 
Grace Boussi 	3 	0 	3 	100.00% 	0.00% 
Jessica Chen 	2 	0 	2 	100.00% 	0.00% 
Heta Nyrhinen 	2 	0 	2 	100.00% 	0.00% 
Grand Total 	235 	34 	269 	87.36% 	12.64% 

Gaming 					
Assignee name 	Good satisfaction 	Bad satisfaction 	Total 	Good % 	Bad% 
Aparna Jain 	55 	11 	66 	83.33% 	16.67% 
Daniele Castiglioni 	47 	10 	57 	82.46% 	17.54% 
Marika Fujita 	39 	5 	44 	88.64% 	11.36% 
Pradeep Verma 	18 	4 	22 	81.82% 	18.18% 
Dheeraj Tripathi 	18 	12 	30 	60.00% 	40.00% 
Denisa Magda 	17 	12 	29 	58.62% 	41.38% 
Pravesh Singh 	13 	3 	16 	81.25% 	18.75% 
Ismael Zakaria 	9 	2 	11 	81.82% 	18.18% 
Grace Boussi 	8 	4 	12 	66.67% 	33.33% 
Jessica Chen 	5 	2 	7 	71.43% 	28.57% 
Sebastian Coldea 	4 	0 	4 	100.00% 	0.00% 
Ashish 	4 	0 	4 	100.00% 	0.00% 
AJ Hurry 	4 	4 	8 	50.00% 	50.00% 
Antonio Iunco 	3 	0 	3 	100.00% 	0.00% 
Md. Modassir Hassan 	3 	0 	3 	100.00% 	0.00% 
Daisuke Murata 	2 	1 	3 	66.67% 	33.33% 
Levente Szabo 	2 	0 	2 	100.00% 	0.00% 
Heta Nyrhinen 	2 	0 	2 	100.00% 	0.00% 
Rosette Modiri 	1 	3 	4 	25.00% 	75.00% 
Dipanshu Sharma 	1 	1 	2 	50.00% 	50.00% 
Dadu 	1 	0 	1 	100.00% 	0.00% 
Josephine Veena 	1 	0 	1 	100.00% 	0.00% 
Karin Gligor 	1 	0 	1 	100.00% 	0.00% 
Grand Total 	258 	75 	333 	77.48% 	22.52% 

Correlation: 

Enterprise 			
Row Labels 	Tickets closed 	Average of Duration (In days) 	CSAT% 
Denisa Magda 	2 	6 	
Marika Fujita 	44 	7 	100% 
Jessica Chen 	3 	11 	100% 
Daisuke Murata 	2 	12 	
Grace Boussi 	39 	13 	100% 
Pravesh Singh 	99 	14 	72% 
Ismael Zakaria 	76 	14 	90% 
Antonio Iunco 	79 	15 	90% 
Levente Szabo 	124 	16 	90% 
Sebastian Coldea 	108 	16 	100% 
Anupam Tiwari 	85 	17 	47% 
Dipanshu Sharma 	73 	18 	100% 
Md. Modassir Hassan 	77 	18 	81% 
AJ Hurry 	28 	19 	100% 
Rosette Modiri 	60 	22 	94% 
Grand Total 	899 	16 	

Gaming 			
Row Labels 	Tickets closed 	Average of Duration (In days) 	CSAT% 
Sebastian Coldea 	13 	7 	100% 
Md. Modassir Hassan 	9 	10 	100% 
Marika Fujita 	83 	11 	89% 
Antonio Iunco 	10 	11 	100% 
Pravesh Singh 	64 	12 	81% 
Levente Szabo 	12 	13 	100% 
Dipanshu Sharma 	21 	14 	50% 
AJ Hurry 	61 	15 	50% 
Karin Gligor 	25 	16 	100% 
Denisa Magda 	101 	16 	59% 
Anupam Tiwari 	15 	16 	
Pradeep Verma 	115 	16 	82% 
Rosette Modiri 	13 	16 	25% 
Dheeraj Tripathi 	127 	18 	60% 
Daisuke Murata 	12 	19 	67% 
Ismael Zakaria 	37 	19 	82% 
Grace Boussi 	59 	20 	67% 
Jessica Chen 	25 	23 	71% 
Grand Total 	802 	16 	

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Thursday, June 3, 2021 6:34:26 PM 
Subject: RE: April good surveys Level 1 

Hi Pritish, 

It doesn’t need to be so detailed for now, as I know that you’re busy. You could check the customers’ comments first of all and the amount of good and bad surveys for each agent. 

Thank you for your efforts! 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ http://www.eposaudio.com/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=02%7C01%7Cjocg%40eposaudio.com%7Cfd5ccfd9b0ab478a468b08d7bb59979b%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637183865770799008&sdata=BXMQynvX%2FuQWt3Zsuv3DB9h1nePJBhPUMMUDthkfJjw%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://www.facebook.com/eposenterprise ] [ https://twitter.com/eposaudio?lang=da ] [ https://www.linkedin.com/company/eposaudio/mycompany/ ] [ https://www.instagram.com/eposaudio/ ] [ https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA ] 

	

	

From: Pritish Nandi <[email-masked]> 
Sent: 3. juni 2021 15:00 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: Re: April good surveys Level 1 

		

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe. 

Hi Heta, 

Sure will try to do that however just to let you know the sheet contains 490 entries and it has to be checked all manually so it may take some time to share the report. 

However, if you need only random sampling then that should not take much time. 

Apologies as I do want to complete it asap but do not have a lot of bandwidth due to other tasks in hand. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Thursday, June 3, 2021 6:12:14 PM 
Subject: RE: April good surveys Level 1 

Hi Pritish, 

Could you please have a look at the attached report for good surveys in May and check the tickets for the points below. I think we didn’t get to do this for April so let’s try now. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042339318%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=xFVy4gQGKzDV7x5ZXLReG59tnBvK3cpU18hs%2FqNMx60%3D&reserved=0 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042339318%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=y%2Fe1nHzxOSI3wAqMyRwajzVeQ%2FRLsvDn%2Fe6GkA7pGko%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042349310%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=wNck9BqL8T9SG%2B0CzcvxKKZ%2B54gxP48MHhFqcCpl67o%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042349310%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Tl5enqLuhDaC2OnVpEH4lGf5ohRJBCgXqBqqtfJdXLo%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042359299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Tk6Zh1F3aK98gz64OEPBmeQPAqUAMsbsu4zWlR2ulF4%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042359299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=nNvYZ2dTm3XU5VDCp4R1UrNgk7%2B9aLfcTzgPna3wU1E%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042369299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=wJvz6o%2FM7RRzulWTdAeprX9Fb9tAUy0fyCq5PhD3s0E%3D&reserved=0 ] 

	

	

From: Heta Nyrhinen (HNYR) 
Sent: 12. maj 2021 13:16 
To: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: April good surveys Level 1 

Hi Pritish, 

As much as analyzing bad surveys, we should also be looking into good surveys: 

    * What are the reasons we are getting them? 
    * Which agents get a lot of good surveys? 
    * Is the amount of good surveys in direct correlation to productivity or are the agents doing something special? 
    * Are some agents continuously getting a low amount of good surveys? 
    * Are all agents encouraging customers to fill in the survey. 

Here are the stats for agents with good surveys in April. By the way, for all CSAT analysis we should start separating Enterprise and Gaming, as the brands have different KPIs. The agents receiving a lot of good surveys should receive positive feedback. 

Enterprise good surveys in April 2021 

	

Agent 	

Amount of good surveys in April 

Daniele 	

66 

Pravesh 	

29 

Sebastian 	

23 

Antonio 	

22 

Modassir 	

19 

Levente 	

16 

Anupam 	

13 

Ashish 	

13 

Aparna 	

12 

Dipanshu 	

11 

Rosette 	

10 

Ismael 	

8 

Grace 	

7 

AJ 	

4 

Marika 	

4 

Pritish 	

3 

Jessica 	

2 

Gaming good surveys in April 2021 

	

Agent 	

Amount of good surveys in April 

Daniele 	

57 

Marika 	

29 

Ashish 	

27 

Dheeraj 	

25 

Pravesh 	

25 

Denisa 	

18 

Aparna 	

17 

Pradeep 	

16 

Karin 	

13 

Grace 	

12 

Jessica 	

12 

Ismael 	

8 

Dipanshu 	

3 

Levente 	

3 

AJ 	

2 

Antonio 	

1 

Sebastian 	

1 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.eposaudio.com%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042369299%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=irlg0Eu2%2FHm7pMungxcwlAJICEBk7WZdeKRcVAXAW3Y%3D&reserved=0 ] 

	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042379293%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=vX1mAXaOAmfSiDQGqdJtCPWC8AFLQsuJb5pkyfuB5ns%3D&reserved=0 | eposaudio.com ] · Follow us here 	

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.facebook.com%2Feposenterprise&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042379293%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=bdDYu7PI2I5l%2Bd%2Fg%2F0mhoLZLFO3StUpwE4ib2%2FkvUm0%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2Feposaudio%3Flang%3Dda&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042389285%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=1%2F78iW%2BiMrBe5gQ%2FuExMDNBwKpwJG92r0jWzciKIQmg%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Feposaudio%2Fmycompany%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042389285%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=cJs7LOJIQeLgmxsvsKPF2kPwyxoxbcXKzjGgWmriYL4%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.instagram.com%2Feposaudio%2F&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042399277%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=mzAeq0jJub7gAM3CB%2Flmt1z%2BeYPqZ%2BR0M8X4y%2F61zL4%3D&reserved=0 ] [ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fchannel%2FUCKZSbHA_gj3OKwPnKa4cNaA&data=04%7C01%7Chnyr%40eposaudio.com%7C24f4f39b5d6842cd48c508d9268f8002%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637583220042399277%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=jEB7Ou%2BhLbcJP0Vyt1UabYsqAGXBXEL%2BGKmw2vdHcC4%3D&reserved=0 ]