Subject: RE: DSAT Audits - Nov 2021
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Cc: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, Saurabh Dadu <[email-masked]>, deeksha <[email-masked]>
Date: Mon, 15 Nov 2021 10:45:09 +0000

Hi Pritish,

Thank you for the information shared.

Best regards
Sara Aknooni (SRAK)
Team Manager Global Support, Global Support& Service
+45 4470 0124
EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/>
eposaudio.com<https://www.eposaudio.com/> · Follow us here
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From: Pritish Nandi <[email-masked]>
Sent: Monday, November 15, 2021 11:41 AM
To: Sara Aknooni (SRAK) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Josephine Veena Dorairaj (JVDO) <[email-masked]>; Saurabh Dadu <[email-masked]>; deeksha <[email-masked]>
Subject: DSAT Audits - Nov 2021

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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