Subject: FW: EPOS customer support survey - CSAT 1 or 2
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Date: Fri, 4 Mar 2022 08:13:36 +0000

Hi Pritish,

Could you please review this ticket?

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark
<https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw>
eposaudio.com<https://www.eposaudio.com/> * Follow us here
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From: Epos Audio <[email-masked]>
Sent: 4. marts 2022 09:10
To: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: EPOS customer support survey - CSAT 1 or 2

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Hi,

Customer support survey received a bad CSAT value. Check the ticket and response from below and see what actions need to take place.

Zendesk ticket: https://eposaudio.zendesk.com/agent/tickets/204158
Agent: Sebastian Coldea

Answer summary including all questions.

204158 (Zendesk Ticket #204158, External response)

Page1

How was your experience with Epos Audio?

1

Page2

What areas affected your score?

Friendliness
Knowledge

Page3

Do you feel like we resolved your issue?

No

Page4

What did you like about our service, and where can we improve?

I feel like the my second agent did not read what my problem was/is and ignored some of my question. since i dont want to waste more of my time i closed the issue. i have to answer some question multiple times(I gave the same answer.) and i was not informed that the agent was change and why. i got confused since a new person answer/wrote me with question i already answered. (just a quick text like "you ticket got transfered, because ..." would be more then enough.
if it were the first agent only i would give 5 out 5, since i got the feeling i took me serious and actively tried to help me.

Where can we improve, and what did you like about our service?

The recipient did not answer this question.