Subject: Yomdel: Exit Survey
From: Akhil P Walia <[email-masked]>
To: Ashok katoch <[email-masked]>, Krishna Tiwari <[email-masked]>, Samir Kumar <[email-masked]>, Vikas Adhikari <[email-masked]>, Subir Bikas Chakma <[email-masked]>, "E. Ganin Singh" <[email-masked]>, Tushar Raina <[email-masked]>, Ashish Niyoliya <[email-masked]>, Subhash Kumar <[email-masked]>, venkat <[email-masked]>, Surya Jain <[email-masked]>
Date: Sun, 10 Feb 2013 18:54:30 +0530 (IST)

Please see feedback from client. 

Hi 

Latest customer feedback on operators below. Overall score is too low. Few points here: 

1. Take up rate for exit surveys is very low – mainly appears to be as a consequence that the operators are not asking people to fill in the survey at the end of the chat. This is essential please. We have to target overall CSAT score of 4.5+. What may be happening here is people are mostly filling in the surveys when they have a poorer experience and this is reflected in the scores. Please ensure as much as possible the operators are requesting the survey is done using the canned answer for closing. 
2. I have outlined some poor examples this week. While the survey responses are few, Ashish and Ganin in particular have come up short. Can you check the specifics against these please? I have attached the chat from Ashish that generated the scores below. Basically the customer was frustrated because they did not get a simple and quick answer. 
3. The client sees this data and will be asking about it. 
As ever, thanks for your help. 

Regards 
Andy 

	
Chats 	
Times (HH:MM:SS) 	
Survey Responses 

	

	
Operator 	
Answered 	
ASA 	
ACT 	
Surveys 	
Survey % 	
Response 	
Professionalism 	
Knowledge 	
Overall 
	
Ashish 	
12 	
0:00:12 	
0:12:10 	
1 	
8% 	
5 	
4 	
1 	
3 

	
Ganin 	
12 	
0:00:17 	
0:09:23 	
1 	
8% 	
2 	
4 	
1 	
1 

	
Krishna 	
14 	
0:00:15 	
0:22:31 	
2 	
14% 	
5 	
5 	
5 	
3.5 

	
Samir 	
6 	
0:00:19 	
0:15:03 	
0 	
0% 	

	

	
Subhash 	
7 	
0:00:23 	
0:14:48 	
2 	
29% 	
5 	
5 	
5 	
5 

	
Surya 	
2 	
0:00:16 	
0:08:33 	
1 	
50% 	
5 	
5 	
5 	
5 

	
Vikas 	
15 	
0:00:18 	
0:06:49 	
2 	
13% 	
5 	
5 	
4 	
3.5 

	
Total: 	
68 	
0:00:16 	
0:13:03 	
9 	
13% 	
4.7 	
4.8 	
3.8 	
3.7 
	
Note: Any Operator with no answered chats does not display on the report 	

	
* ASA = Average Speed to Answer. Time from initiating chat (or completing Pre-Chat survey if used) to the time it was Answered 	

	
* ACT = Average Chat Time. Time from Answering to Ending Chat 	

	
* Surveys = Number of Surveys Completed (including partial completions) 	

-- 
Regards , 
a kh ! L