Subject: DSAT Audits - Nov 2021
From: Pritish Nandi <[email-masked]>
To: "Sara Aknooni, SRAK" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 15 Nov 2021 03:41:05 -0700 (MST)

Hi All, 

Attached is the DSAT audits for Nov 2021. 

CSAT Score: 

Enterprise: 4.37 
Gaming: 4.35 
Response Rate: 21.52% 

In both bothe Enterprise and Gaming Brand we have six agent errors. This is mainly relatd to incorrect answers/troubleshoting steps. However, for Enterprise we do see 5 tickets were rated bad because of compatibiliy issues. 

We have been escalating a lot of hardware/software related issues related to Gaming product due to which we see a dip in bad surveys because of RMA deniel. This has improved the overall score for gaming CSAT. 

Enterprise 		
Category 	Sub Category 	Total 
Agent 	Incorrect Answer 	1 
Not calling 	1 
Slow troubleshooting 	2 
Agent Total 	4 
Procedure 	Warranty Policy and Procedure 	3 
Procedure Total 	3 
Product 	Compatibility Issue 	5 
Product Total 	5 
Grand Total 		12 

Gaming 		
Category 	Sub Category 	Total 
Agent 	Misunderstanding 	1 
Incorrect Answer 	2 
Agent Total 	3 
Customer 	Wrong Survey Feed 	1 
Customer Total 	1 
Procedure 	Troubleshooting 	1 
Warranty Policy and Procedure 	2 
Procedure Total 	3 
Product 	Availbiliy 	1 
Feature 	1 
Product Total 	2 
Grand Total 		9 

Regards, 
Pritish Nandi