Subject: Re: DSAT Audits for March 2022
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Tue, 12 Apr 2022 06:08:10 -0700 (MST)

Hi Heta, 

I agree to your point. We are enforcing regular calls and also asking all relevant questions at the first call to avoid long email trails. 

It has improved a lot from previous months and will continue to improve further. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "deeksha" <[email-masked]>, "saurabh" <[email-masked]> 
Sent: Tuesday, April 12, 2022 6:23:11 PM 
Subject: RE: DSAT Audits for March 2022 

Hi Pritish, 

Thank you for looking into this. 

I think we once more need to concentrate on slow troubleshooting and quicker escalations to avoid many unhappy customers. 

	

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 ] 

[ https://www.eposaudio.com/ | eposaudio.com ] · Follow us here 	

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From: Pritish Nandi <[email-masked]> 
Sent: 12. april 2022 13:53 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]>; deeksha <[email-masked]>; Saurabh Dadu <[email-masked]> 
Subject: DSAT Audits for March 2022 

		

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Hi Heta, 

Please accept apologies for delay in sending this. PFB the DSAT audit snapshot for March 2022. We have met target for both Brands. 

CSAT Enterprise: 4.41 

CSAT Gaming: 4.33 

Total Survey Sent: 3105 

Total Rated Tickets: 627 

Response Rate: 20.19% 

	

Enterprise 		

Category 	

Sub Category 	

Total 

Agent 	

Slow troubleshooting 	

2 

Not calling 	

1 

Poor communication 	

1 

Agent Total 	

4 

Customer 	

Incorrect Survey Feed 	

4 

Cooperating 	

1 

Customer Total 	

5 

Procedure 	

Warranty policies/procedure 	

6 

Procedure Total 	

6 

Product 	

Bugs 	

2 

Feature 	

2 

Quality 	

1 

Product Total 	

5 

Grand Total 	

20 

	

Gaming 		

Category 	

Sub Category 	

Total 

Agent 	

Slow troubleshooting 	

2 

Incorrect answers 	

1 

Poor call handling 	

1 

Agent Total 	

4 

Customer 	

Incorrect Survey Feed 	

3 

Misunderstanding 	

3 

Responsiveness 	

2 

Customer Total 	

8 

Procedure 	

Warranty policies/procedure 	

19 

Troubleshooting 	

2 

Procedure Total 	

21 

Product 	

Bugs 	

3 

Quality 	

3 

Spare Part 	

1 

Product Total 	

7 

Grand Total 	

40 

	

Ticket ID 	

Assignee 	

Group 	

Brand 	

Rating 	

Category 	

Sub Category 

205499 	

Grace Boussi 	

EPOS L1 	

EPOS Enterprise 	

2 	

Agent 	

Slow troubleshooting 

205946 	

Grace Boussi 	

Gaming 	

EPOS Gaming 	

1 	

Agent 	

Slow troubleshooting 

204792 	

Adelina Paula Bartes 	

Warranty 	

EPOS Enterprise 	

1 	

Agent 	

Slow troubleshooting 

209466 	

Ritesh Kumar 	

Gaming 	

EPOS Gaming 	

1 	

Agent 	

Incorrect answers 

207334 	

Aparna Jain 	

Warranty 	

EPOS Gaming 	

2 	

Agent 	

Slow troubleshooting 

209874 	

Bharat Bhattacharya 	

EPOS L1 	

EPOS Enterprise 	

2 	

Agent 	

Not calling 

210080 	

Bharat Bhattacharya 	

EPOS L1 	

EPOS Enterprise 	

1 	

Agent 	

Poor communication 

211329 	

Denisa Magda 	

Gaming 	

EPOS Gaming 	

1 	

Agent 	

Poor call handling 

Regards, 

Pritish Nandi