csat advanced reporting system

The Samsung Advanced CSS Reporting System V1.1(CSS Stands For Customer Satisfaction Survey)

CSAT KPI

CSS Advanced Reporting System

Agenda

To whom (who will benefit from this system)?

Benifits

Screenshots

To whom?


To whom?

•This system is made to satisfy all the operational personnel levels needs regarding the customer satisfaction survey KPI (CSAT)

• Admin responsible(s)• Supervisors (Team Leaders)• Assistant Contact Center Managers (ACMs)• Contact Center Managers (CCMs)• Account Mangers

To whom?

Benefits


Benefits

• It can calculate and filter results per account, site, LOB (line of business), team, and agent

• It can also calculate and filter results per product group (e.g. TVs, Fridges, Mobiles, etc...) and specific model codes for specific products

• It can calculate and filter results for one or all of the survey questions (Overall Satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call)

• It can also calculate and filter results for specific answers within a chosen survey question(s)

• It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report.

• It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...)

• It can show the number of surveys below the scores (counts) for any given day/week/month/period.

Benefits


Benefits

• It can also show the target for each specific survey question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green).

• It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...).

• It can also get the important RAW data columns only (Used in daily coaching by supervisors).

• It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend and surveys counts.

• It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report again.

• Finally it can mix any or all of the previous filters/features/options together in one report or in separate reports upon preferences.

Benefits

Screenshots


Screenshots

• Now we will repeat all the previous benefits with screenshots• Below is the main screen in which you can paste daily surveys RAW data exported from SAP

(as an excel format) to be inserted into the internal private made database inside the system (all made on MS Excel) for further use through the “Queries Interface” program which is also created by MS Excel VBA (Macros)

Screenshots

Dashboard to show current

figures for the whole

system

Buttons panel


Screenshots

• After clicking on the “Queries Interface” the below panel will appear

Screenshots


Screenshots

• It can filter the results per Account, site, LOB (Line of Business), team and agent

Screenshots


Screenshots

• The below is the filter used for showing the CSAT (CSS) figures for the whole account (for all the sites in UK and Egypt) as an overall

• The results are automatically generated on a separate excel sheet

Screenshots

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19%

Target 93% 93% 93% 93% 93% 93%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61%

Target

Count 37 56 93 47 32 172

All Site

s

Date

Overall Satisfaction

FCR

Courtesy

Effort

NPS

Filter Results


Screenshots

• The below is the filter used for showing the CSAT (CSS) figures for 3 Samsung UK customer services sites (Cairo – Egypt, Newry and Leeds in UK)


Screenshots

Filter Results

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 82.50% 95.00% 88.75% 95.45% 91.67% 91.18%

Target 86% 86% 86% 86% 86% 86%

Count 10 10 20 11 3 34

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 87.50% 70.73% 76.59% 78.03% 69.83% 75.40%

Target 86% 86% 86% 86% 86% 86%

Count 22 41 63 33 29 125

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 68.75% 95.83% 85.00% 100.00% 88.46%

Target 86% 86% 86% 86% 86%

Count 4 6 10 3 13

Date

Overall SatisfactionNEW

Date

Overall SatisfactionCAI

Date

Overall SatisfactionLEE


Screenshots

• The below is the filter used for showing the CSAT (CSS) figures for 3 lines of businesses


Screenshots

Filter Results5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 62.50% 78.57% 72.73% 100.00% 45.45% 72.73%

Target 70% 70% 70% 70% 70% 70%

Count 8 14 22 11 11 44

Score 96.88% 98.21% 97.73% 100.00% 70.45% 91.48%

Target 93% 93% 93% 93% 93% 93%

Count 8 14 22 11 11 44

Home A

ppliance

s

Date

FCR

CourtesyAudio

- Visu

al

Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 100.00% 100.00% 100.00% 100.00%

Target 70% 70% 70% 70%

Count 1 1 1 2

Score 100.00% 100.00% 100.00% 100.00%

Target 93% 93% 93% 93%

Count 1 1 1 2

CourtesyHome A

ppliance

s

Date

Notebooks

Date

FCR

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Target 70% 70% 70% 70% 70% 70%

Count 4 2 6 3 1 10

Score 100.00% 100.00% 100.00% 91.67% 100.00% 97.50%

Target 93% 93% 93% 93% 93% 93%

Count 4 2 6 3 1 10

Date

FCR

CourtesyNote

books


Screenshots

• It can also filter the results per product group (e.g. Fridges, Mobiles, etc...) and/or specific model codes for specific products (e.g. Samsung Galaxy S3 and S4, etc...)

Screenshots


Screenshots

ScreenshotsFilter Results

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19%

Target 93% 93% 93% 93% 93% 93%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61%

Target

Count 37 56 93 47 32 172

All Site

s

Date


FCR

Courtesy

Effort

NPS

• The above results are for the surveys done on the selected product groups only and it can be done on any agent group filter you choose


Screenshots

ScreenshotsFilter Results

• The above results are for the surveys done on the selected model codes only (Samsung Galaxy S3 and S4)

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 93.75% 55.56% 67.31% 65.62% 65.00% 66.35%

Target 86% 86% 86% 86% 86% 86%

Count 4 9 13 8 5 26

Score 100.00% 33.33% 53.84% 62.50% 60.00% 57.69%

Target 70% 70% 70% 70% 70% 70%

Count 4 9 13 8 5 26

Score 93.75% 97.22% 96.15% 84.38% 90.00% 91.35%

Target 93% 93% 93% 93% 93% 93%

Count 4 9 13 8 5 26

Score 1.25 2.7778 2.3077 2.25 2.8 2.3846

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 4 9 13 8 5 26

Score 50.00% 0.00% 15.38% 25.00% 40.00% 23.08%

Target

Count 4 9 13 8 5 26

Mobile

s

Date


FCR

Courtesy

Effort

NPS


Screenshots

• It can filter results for one or all of the CSAT (CSS) questions (Overall satisfaction, Courtesy, First Call Resolution, Net Promoter Score and The agent Effort throughout the call)

Screenshots

Filter Results

• The above results shows only figures for the 3 selected questions

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Date


FCR

Effort

All Site

s


Screenshots

• It can also filter results for specific answers within a chosen CSAT (CSS) question(s)

Screenshots

Filter Results

• The above results shows only the “Very Satisfied” answers from 5 available answers for the overall satisfaction question and the “Yes” answer from 2 available answers for the first call resolution question

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Target 86% 86% 86% 86% 86% 86%

Count 23 27 50 31 12 93

[5] Very satisfied (Q22) 23 27 50 31 12 93

Score 100.00% 100.00% 100.00% 100.00% 100.00% 100.00%

Target 70% 70% 70% 70% 70% 70%

Count 23 27 50 31 12 93

YES (Q30) 23 27 50 31 12 93

Date


FCR

All Site

s


Screenshots

• It can show results per days or weeks or months alone or you can choose to show the results per day/week/month together in one report.

Screenshots

Filter Results

• The above results shows results per day, week and total without months as selected

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19%

Target 93% 93% 93% 93% 93% 93%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61%

Target

Count 37 56 93 47 32 172

All Site

s

Date


FCR

Courtesy

Effort

NPS


Screenshots

• It can also show results between any given period (e.g.: 13 days, a quarter, a year and a half, etc...)

Screenshots

Filter Results

• The above results shows results per month and per total as selected (for a period of 6 months)

Dec Jan Feb Mar Apr Total

Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39%

Target 86% 86% 86% 86% 86% 86%

Count 260 297 292 267 221 1371

Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11%

Target 70% 70% 70% 70% 70% 70%

Count 260 297 293 267 221 1372

Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50%

Target 93% 93% 93% 93% 93% 93%

Count 260 297 293 267 221 1372

Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 259 296 290 264 219 1361

Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95%

Target

Count 256 294 289 263 220 1356

CAI

Date


FCR

Courtesy

Effort

NPS


Screenshots

• It can show the number of surveys below the scores (counts) for any given day/week/month/period.

Screenshots

Filter Results

• The above results shows surveys counts per month and per total

Dec Jan Feb Mar Apr Total

Score 90.39% 88.72% 90.58% 88.30% 88.58% 89.39%

Target 86% 86% 86% 86% 86% 86%

Count 260 297 292 267 221 1371

Score 86.54% 82.83% 85.32% 82.40% 82.80% 84.11%

Target 70% 70% 70% 70% 70% 70%

Count 260 297 293 267 221 1372

Score 95.67% 95.03% 95.39% 95.60% 95.70% 95.50%

Target 93% 93% 93% 93% 93% 93%

Count 260 297 293 267 221 1372

Score 2.0386 2.3074 2.1138 2.1288 2.1187 2.144

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 259 296 290 264 219 1361

Score 72.27% 66.67% 70.59% 69.96% 65.45% 68.95%

Target

Count 256 294 289 263 220 1356

CAI

Date


FCR

Courtesy

Effort

NPS


Screenshots

• It can also show the target for each specific CSAT (CSS) question alone for any given day/week/month/period and format it by color codes representing if the score is outline (Red) or approaching the target (Yellow) or reached the target (Green).

Screenshots

Filter Results

• The above results shows target formatting

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19%

Target 93% 93% 93% 93% 93% 93%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61%

Target

Count 37 56 93 47 32 172

All Site

s

Date


FCR

Courtesy

Effort

NPS


Screenshots

• It can calculate CSAT (CSS) Ranks (Used for completions between agents/teams/LOBs, etc...).

Screenshots

Filter Results

• The above results shows overall ranks and specific rank for each CSAT question with a timeline graph.

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate

Date

All Site

s

5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

6.08 4.29 4.99 5.83 3.16 4.88

Overall Satisfaction Rank 1.43 1.14 1.26 1.40 1.03 1.25

FCR Rank 1.46 0.46 0.85 1.23 0.25 0.84

Courtesy Rank 1.78 1.77 1.78 1.64 1.41 1.67

Effort Rank 0.95 0.46 0.65 1.02 0.25 0.67

NPS Rank 0.46 0.46 0.46 0.53 0.22 0.44

Date

Overall Rank

All Site

s

0.00

1.00

2.00

3.00

4.00

5.00

6.00

7.00All Sites

Overall Rank


Screenshots

• It can also get the important RAW data columns only (Used in daily coaching by supervisors).

Screenshots

Filter Results

• The above results shows overall RAW data.

Transaction No Recipient Recipient name Employee reps Employee reps name

2121961947 2184002702 [LEE] Daniel Lockett 2184002702 [LEE] Daniel Lockett

2121997760 2184001341 [CAI] Luke Adams (Alaa Adly Mo 2184001341 [CAI] Luke Adams (Alaa Adly Mo

2122002743 2184002822 [LEE] Nuhmaan Aqid Ahmad 2184002822 [LEE] Nuhmaan Aqid Ahmad

Act date Model CIC product group OSAT FCR Courtesy

5/1/2014 GT-I9505 HHP [5] Very satisfied (Q22) YES (Q30) [4] Satisfied (Q20)

5/1/2014 NP530U4B-A COM [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20)

5/1/2014 SM-T210 HHP [5] Very satisfied (Q22) YES (Q30) [5] Very satisfied (Q20)

Effort NPS DISSATISFACTION OSAT Col 1

[2] Slightly less than I expected (Q36) [8] [PASSIVE] (Q29)

[3] About as much as I expected (Q36) [10] LIKELY [PROMOTER] (Q29)

[1] Far less than I expected (Q36) [10] LIKELY [PROMOTER] (Q29)

Remark-Customer Comment1 Remark-Customer Comment2

The customer stated the agent was very polite, patient and helpful

The agent the customer spoke to was absolutely marvellous

The customer phoned the support team because he had a very poor signal on his phone, the agent kept suggesting things and saying it should be


Screenshots

• It can plot line and column graphs for all or some of the CSAT (CSS) questions on primary and secondary axis with options to show target, trend line and surveys counts.

Screenshots

Filter Results5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 TotalDate

All Site

s

Date 5/1/2014 5/2/2014 W18 5/6/2014 5/7/2014 Total

Score 84.46% 77.63% 80.32% 83.51% 71.88% 79.62%

Target 86% 86% 86% 86% 86% 86%

Count 37 57 94 47 32 173

Score 86.49% 61.40% 71.28% 80.85% 56.25% 71.10%

Target 70% 70% 70% 70% 70% 70%

Count 37 57 94 47 32 173

Score 94.59% 94.30% 94.41% 90.43% 82.81% 91.19%

Target 93% 93% 93% 93% 93% 93%

Count 37 57 94 47 32 173

Score 2.0541 2.5439 2.3511 1.9778 2.75 2.3275

Target 2.5 2.5 2.5 2.5 2.5 2.5

Count 37 57 94 45 32 171

Score 45.95% 46.43% 46.24% 53.19% 21.88% 43.61%

Target

Count 37 56 93 47 32 172

All Site

s

Date


FCR

Courtesy

Effort

NPS

71.88%

73.88%

75.88%

77.88%

79.88%

81.88%

83.88%All Sites



Screenshots

• It can save your settings in a profile name so you don’t have to waste time whenever you want to run the same report after new RAW data insertion

Screenshots


Screenshots

• Finally it can mix any or all of the previous filters/features/options together in one report which will be automatically generated on a separate output excel sheet after pressing Execute.

Screenshots


Screenshots

• All that is made under Microsoft Excel using macros and visual basic for applications (VBA)

Screenshots

Thank you

csat advanced reporting system

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