Subject: DSAT Audits - Sept 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]>, saurabh <[email-masked]>
Date: Sat, 2 Oct 2021 02:55:40 -0700 (MST)

Hi Heta, 

Attached is the DSAT Audit Report for the team. We do not have any recent agent errors in the DSAT tickets. Majority of the tickets have DSAT because of the Warrangty Deniel due to Out of warranty or Physical damage. 

Also, We have met the CSAT Target for the month of Sep 2021. 

Survey Sent: 2417 
Rated Ticket: 603 
Response Rate: 24.95% 

Enterprise Score: 4.19 
Gaming Score: 4 . 11 

Enterprise: 

Category 	Sub Category 	Total 	% 
Product 	Bugs 	1 	12.50% 
Feature 	1 	12.50% 
Quality 	2 	25.00% 
Product Total 	4 	50.00% 
Procedure 	Warranty policies/procedure 	3 	37.50% 
Procedure Total 	3 	37.50% 
Customer 	Wrong Survey Feed 	1 	12.50% 
Customer Total 	1 	12.50% 

Gaming: 

Category 	Sub Category 	Count 	% 
Procedure 	Troubleshooting 	3 	7.14% 
Warranty policies/procedure 	23 	54.76% 
NON CCO 	1 	2.38% 
Procedure Total 	27 
Product 	Bugs 	1 	2.38% 
Feature 	2 	4.76% 
Quality 	3 	7.14% 
Product Total 	6 	14.29% 
Customer 	Responsiveness 	1 	2.38% 
Wrong Survey Feed 	2 	4.76% 
Misunderstanding 	1 	2.38% 
Customer Total 	4 	9.52% 
Agent 	Poor communication 	1 	2.38% 
Explaination 	1 	2.38% 
Slow Troubleshooting 	2 	4.76% 
Agent Total 	4 	9.52% 
Sales 	Website Content 	1 	2.38% 
Sales Total 	1 	2.38% 

Regards, 
Pritish Nandi