Subject: RE: April good surveys Level 1
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Sun, 6 Jun 2021 20:50:16 +0000

Hi Pritish,

Could you please analyze Bad surveys of Pravesh and Anupam to find where is not going fine?
Anupam is very much below the KPI and Pravesh has received many Bad surveys, however I think Pravesh is doing a good job.
We should find the cause.

Thank you in advance!

Best regards​​
Sara Aknooni
Team Manager
Global Support and Service
+45 4470 0124
+45 7131  4960

From: Pritish Nandi <[email-masked]>
Sent: Friday, June 4, 2021 4:39 PM
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,

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]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[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
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From: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Sent: 3. juni 2021 15:00
To: Heta Nyrhinen (HNYR) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[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" <[email-masked]<mailto:[email-masked]>>
To: "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[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
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From: Heta Nyrhinen (HNYR)
Sent: 12. maj 2021 13:16
To: Pritish Nandi <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[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
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