L1 Email Daily Catch Up

CSAT

WK35 WK36 WK37 WK38 WK39 WK40 WK41 WK42 WK43

Good 771 840 858 794 479 346 431 351 343

Bad 719 720 969 919 781 560 557 612 605

CSAT 51.74% 53.85% 46.96% 46.35% 38.02% 38.19% 43.62% 36.45% 36.18%

Discussion Details:

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 CSAT per RC
Week 37 Week 38 Week 39 Week 36 Week 35
Row Labels Good Bad CSAT Good Bad CSAT Good Bad CSAT Good Bad CSAT Good Bad CSAT

Check delivery status (after EDD) 143 166 46% 157 202 44% 105 184 36% 143 100 59% 139 119 54%
Freezed payment account 26 82 24% 22 65 25% 7 73 9% 27 88 23% 19 66 22%
Check on refund status 44 68 39% 36 45 44% 26 51 34% 45 44 51% 42 64 40%

Check delivery status (before EDD) 92 148 38% 86 111 44% 29 43 40% 72 45 62% 55 32 63%
Parcel was returned without proper
notification 26 21 55% 27 44 38% 13 34 28% 17 18 49% 14 22 39%
Account & Voucher restrictions due to
late repayment 10 55 15% 5 37 12% 1 23 4% 11 35 24% 2 12 14%
Fraud appeal (requires further
investigation) 13 26 33% 12 15 44% 5 14 26% 16 35 31% 26 42 38%
Change mobile number 154 21 88% 141 24 85% 103 17 86% 184 30 86% 180 32 85%
Return/refund after full Shopee
Guarantee period 3 26 10% 3 20 13% 1 23 4% 2 21 9% 3 18 14%
Re-attempt delivery 21 23 48% 27 33 45% 16 24 40% 10 8 56% 15 6 71%

Week 42 Week 40 Week 41 Week 43 Grand Total

Row Labels Good Bad CSAT Good Bad CSAT Good Bad CSAT Good Bad CSAT Good Bad CSAT

Check delivery status (after EDD) 103 175 37% 81 117 41% 90 102 47% 125 306 29% 1,086 1,471 42.0%
Freezed payment account 6 47 11% 7 51 12% 7 33 18% 6 8 43% 127 513 20.0%
Check on refund status 37 49 43% 23 61 27% 31 52 37% 26 42 38% 310 476 39.4%

Check delivery status (before EDD) 23 22 51% 22 23 49% 22 22 50% 14 14 50% 415 460 47.4%
Parcel was returned without proper
notification 11 15 42% 13 27 33% 6 19 24% 14 18 44% 141 218 39.2%
Account & Voucher restrictions due to
late repayment 0 6 0% 2 14 13% 2 12 14% 0 3 0% 33 197 14.3%
Fraud appeal (requires further
investigation) 5 8 38% 7 14 33% 11 12 48% 4 10 29% 99 176 36%
Change mobile number 38 11 78% 62 14 82% 69 16 81% 36 9 80% 967 174 84.8%
Return/refund after full Shopee 3
Guarantee period 2 22 8% 5 13 28% 1 18 5% 3 7 30% 23 168 12% 3
Re-attempt delivery 6 15 29% 17 16 52% 21 12 64% 7 21 25% 140 158 47%
Thank you.

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