22926

Custom Feedback received

er
rated 4 & 5 stars

29
6705
Happy
C ustomers

Feedbac %

k 8
rated 3 stars

Neither Happy
1839 nor Sad

Trend so far:
%
“Your most unhappy customers
are your greatest source of

63%
learnings” rated 1 & 2 stars

29
%
29
14382
32% %
32%
26
%
292%7 Unsatisfied
% Customers
29 71
% 68 %
% 74%
771%3
71 %
%

 The overall count can be seen reducing over the period of time.

 Along with that, the total number of 4-5 stars rating also reduced gradually, however, in December, we can see a little spike.

 From 32% in September to 29% in October, 26% in the month of November and increased by 2% in the month of December.

 If we look at the top 3 categories (Category 1), we can see that the ratings have dropped for all 3 categories.

Top Categories customer has rated us for:

Category 1: Category 2:
42% 2. 2.4
22% 3 2.6
19 2.
% 2.0
7 4
% 2.4
4% 2.
2% 3 2.5
2.1
1.
2.
9
0 2.3
2. 2.2
2
2. 2.0
5 2.3
1.9
1.9
1.7
Word Clouds for Top 3 Categories:
2.
3
1.2
2.
Return and Exchange

8
Delivery

Refund

Other Categories:

23%

22%

12%

9%

8%

5% 4% of the total reviews/ratings were under the category:

3 “I have feedback for you”.
% (950 out of 22,926)
1
%
 Impact Analysis:

Rating vs Quality Score: Total audited incidents: 392/22926

Let us now see the comparison between the rating and the quality score of any incident.

19% 18%

4-5 Stars
 Out of 22926 incidents in the dataset, 392 incidents, i.e., only 2% incidents were found audited internally
or externally.
75 71

Ratings
 183 (47%) of 392 incidents secured > 90% of quality score. However, it was observed that the customers have
rated less than or equal to 3-stars for almost 61% (104/183) incidents. This means, the process was correctly
followed by the agents.
34% 29%

1-3 Stars
 Similarly, remaining 53% (209) of the incidents were < 90% accurate, out of which 64% 134 112
(134/209) were rated less than or equal to 3-stars by the customers.
< 90% > 90%
 Most alarming were the 134 incidents that received > 3-stars rating and were also less than 90%
Quality Score
accurate.

 21 were the total number of fatal incidents; out of which the customers have rated 4- & 5- Stars for almost
48%
(10) incidents and 1-2 stars to remaining 52% (11).

Graphical representation of top contributors in Cat_2 and Cat_3 with > 90% accuracy and 1-3 stars rating:

Correlation with Education: Here’s a simple line graph representing the impact of education on the nps rating.

Although the difference is very nominal, we can still see some fluctuation in ratings of Under-graduate and
Graduate agents, however, it’s almost stable for the agents with a post-Graduate degree.

The proportion of ratings is almost similar with all the 3 groups of education
qualification which can be seen in the below table.
Qualification 1-2 3 stars 4 - 5 stars
stars
63% 8% 29%
Undergraduate
5,157 664 2,401
63% 8% 29%
Graduate
7,764 977 3,607
62% 8% 30%
Post Graduate
1,461 198 697

Grouped by tenurity:

Here is a tree-map representing the quantitative value basis the tenurity, no. of incidents
handled by the group in total, and their average rating.

 There seems to be no strong correlation between the tenurity and the ratings, basis this Label Sequence
` data.
Tenurity bucket:
Total incidents:
 Almost all tenurity groups have the same average, except for the agents with tenurity Avg Rating:

below 1 month.
 It can be seen that the average rating dropped Bucket Aug Sep Oct Nov Dec Grand Total
overall, across all tenurity bucket in the month of < 1 month 1.9 3.0 2.1
1-2 months 2.5 2.3 2.3 2.3
Nov-21. 2-4 months 2.5 2.4 2.3 2.2 2.2 2.3
 Only a slight significance of tenurity can be 4-6 months 2.2 2.4 2.3 2.2 2.3 2.3

observed from this table aside. 6-12 months 2.3 2.4 2.3 2.1 2.4 2.3
> 12 months 2.5 2.4 2.4 2.3 2.3 2.4
Grand Total 2.3 2.4 2.3 2.2 2.3 2.3

Tenurity-wise Trend
1- & 3-Stars rating

1523 > 12 months 69%

Lowest to highest

669 > 12 months 31%

(Total Count)

2051 6-12 months 30% 4743 6-12 months 70%

201 1-2 months 29% 485 1-2 months 71%

4-6 months 29% 5449 4-6 months 71%

Highest to lowest 2253
4- & 5-Stars
rating 1529 2-4 months 28% 4011 2-4 months 72%
(Total Count)

2 < 1 month 17%

10 < 1 month 83%
Impact of previous experience of an agent:

 Surprisingly, it was observed that the agents with < 6 months of

previous experience were making progress than any other
group here.

 The average ratings have dropped for all groups until Nov-21,
except for agents with < 6 months of previous experience.

Insights and Recommendations:

 More than 63% of the customers who have rated our service seems to be very unsatisfied with the product or service altogether, which is very
alarming.
 4- & 5- Star ratings have also reduced gradually.
 A very high proportion of users have stated that it is very difficult to reach the Customer Care Agent and that they are not happy with the resolution
provided.
 No correlation was observed between the quality score of an incident and its rating.
 Similarly, education qualification also doesn’t have any major impact on the ratings of an incident
 A very weak positive correlation was observed between Tenurity and ‘nps’ (rating).

Insights Empowered by Hexaware Analytics

Team