Subject: Re: CSAT below target
From: Saurabh Dadu <[email-masked]>
To: "Pritish Nandi (LSM)" <[email-masked]>
Date: Wed, 19 Oct 2022 09:05:40 +0000

What is the CSAT rating currently in EPOS Enterprise?

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Pritish Nandi <[email-masked]>
Sent: 19 October 2022 2:33 PM
To: Saurabh Dadu <[email-masked]>
Subject: Re: CSAT below target

Hi Sir,

PFB the DSAT Audit report.

We have received 53 DSAT in Gaming/Warranty and Enterprise.

Row Labels      Count of Group
EPOS L1 16
Gaming  33
Warranty        4
Grand Total     53

Enterprise
Category        Sub Category    Total
Agent   Mistakes in Warranty handling   1
Poor communication      1
Slow troubleshooting    1
Agent Total     3
Customer        Misunderstanding        1
Responsiveness  1
Customer Total  2
Procedure       Troubleshooting 1
Warranty policies/procedure     5
Procedure Total 6
Product Quality 2
Spare Part      2
Product Total   4
Sales   Contact customer        1
Sales Total     1
Grand Total             16

Gaming
Category        Sub Category    Total
Agent   Incorrect answers       1
Mistakes in Warranty handling   1
Poor communication      1
Agent Total     3
Customer        Misunderstanding        2
Responsiveness  5
Customer Total  7
Procedure       Troubleshooting 1
Warranty policies/procedure     17
Procedure Total 18
Product Bugs    1
Quality 3
Spare Part      3
Product Total   7
Sales   Contact customer        1
Website purchase        1
Sales Total     2
Grand Total             37

Regards,
Pritish

________________________________
From: "saurabh" <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Pritish Nandi" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Sent: Wednesday, October 19, 2022 1:02:06 PM
Subject: Re: CSAT below target

@Pritish Nandi (LSM)<mailto:[email-masked]> - This is VERY CONCERNING

Please prepare a detailed overview and lets speak today at 4pm IST.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Heta Nyrhinen (HNYR) <[email-masked]>
Sent: 19 October 2022 12:57 PM
To: Pritish Nandi (LSM) <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>
Subject: CSAT below target

Hi Pritish,

CSAT for Gaming in October has dropped below the target 4.00. Could you please investigate the reasons and let us know?

Venlig hilsen / Best regards

Heta Nyrhinen
Global Support Lead, Global Support
+45 4470 0148

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