Subject: DSAT Audits - Till 23rd Aug 2021
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>, abhishek kumar <[email-masked]>
Date: Fri, 27 Aug 2021 06:56:14 -0700 (MST)

Hi All, 

PFA the DSAT audit reports. 

The top three contributors for customer DSAT are listed below: 

Category 	Count 	% 
Procedure 	38 	42.70% 
Product 	19 	21.35% 
Agent 	18 	20.22% 
Customer 	12 	13.48% 
Sales 	1 	1.12% 
Warranty 	1 	1.12% 
Grand Total 	89 	100.00% 

    * The top category of DSAT is procedural challenges which contribute 42.70% (38) out of 89 bad surveys audited. 
    * Most of these DSAT's were because of Warranty Procedure, in which we have failed to replace products that were either broken, out of warranty, normal wear and tear. 
    * Customers were also not satisfied because they were unable to repair it with a minimal cost which they could have done with sennheiser. 
		EPOS Enterprise 	EPOS Gaming 
Category 	Sub-Category 	Count 	% 	Count 	% 
Procedure 	Warranty policies/procedure 	7 	77.78% 	25 	86.21% 
L2 turnaround time 			1 	3.45% 
Reseller Contact Not available 			1 	3.45% 
SLA based Response 			1 	3.45% 
Unable to Entertain customer request 			1 	3.45% 
NON CCO 	1 	11.11% 		
Troubleshooting 	1 	11.11% 		
Procedure Total 		9 	50.00% 	29 	40.85% 

For Agent Errors: 

    * Most of the agent errors we have seen are Slow troubleshooting. Abhishek is continuing audits for pending and open tickets so that we can find tickets that are handled slowly and then take action. 
    * The second most issue is the comprehension of the issue. The agent provided information that was not at all relevant to the issue. 
    * The errors we have seen are high in Gaming and the topmost agent with errors is Dheeraj, followed by Levente and Denisa. 

		EPOS Enterprise 	EPOS Gaming 
Category 	Sub-Category 	Count 	% 	Count 	% 
Agent 	Slow troubleshooting 		0.00% 	9 	56.25% 
Misunderstanding 	2 	12.50% 
Incomplete troubleshooting 	1 	6.25% 
Incorrect Troubleshooting 	1 	6.25% 
Not Calling 	2 	100.00% 	1 	6.25% 
Poor Chat Handling 		0.00% 	1 	6.25% 
SLA Breached 	1 	6.25% 

Assignee name 	EPOS Enterprise 	EPOS Gaming 	Grand Total 
Dheeraj Tripathi 		5 	5 
Levente Szabo 		3 	3 
Denisa Magda 		2 	2 
Grace Boussi 		1 	1 
Daniele Castiglioni 		1 	1 
Anupam Tiwari 		1 	1 
Md. Modassir Hassan 		1 	1 
Antonio Lunco 		1 	1 
AJ Hurry 		1 	1 
Sebastian Coldea 	1 		1 
Ismael Zakaria 	1 		1 
Grand Total 	2 	16 	18 

For Product Issues: 

Regards, 
Pritish Nandi