Survey Analysis (CSAT, NPS)

© 2020 Nuance Communications, Inc. All rights reserved.
Sprint
Survey Analysis
Elliana Gallegos, Data Analyst

© 2021 AT&T Intellectual Property. All rights reserved. AT&T, Globe logo, Mobilizing Your World and DIRECTV are registered trademarks and
service marks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks are the property of their respective owners.
Post-Chat Survey Analysis
Q1: How likely are you to recommend our services to a friend or business colleague on a scale from 10 to 1?
• Promoters: 50.1%
• Neutrals: 16.0%
• Detractors: 33.9%
Methodology: Period: 1/1/2021-2/28/2021; Sample Size= 840 surveys; Business Unit: ATT-BCSS, Agent Group: BME-Premier.
Note: Numbers reflect the percentage of chats where customers mentioned a particular theme. Due to multi-tagging, the sum of percentages can be over 100%.

Top 10 Topics with the highest detractor rate:
Top
Pain
Points

Bill Explanation
Non-authorized users can’t receive billing information
• Customers might be logged into the portal, but if they have online access only, they can’t receive any billing support
• Some customers mentioned that they were authorized, but agents didn’t find their names on the list of authorized users
• Some customers mentioned that they’ve used their fan contact pin number for authentication before, but agents insisted that if
they’re not listed as authorized users, they can’t get any billing or account information
“Endless cycle of getting told I am not authorized on the account yet account rep says I am. Been going on for months. Seems simple, yet
incredibly hard”
“It is absolutely pathetic that I have to go through this dance every time I can add accounts remove them and do whatever but whenever I
try to get help, I get this line “talk to our account manager to get added”
“I’m authorized on the account. My pin that I use to call in with is XXXXX”
Survey Feedback examples:

Bill Explanation
Bills not available online
• Some customers couldn’t see their bills online. Some of them had new accounts, and needed to wait 2-3 billing cycles before being
able to see their bill on the website, but some existing customers also mentioned having issues finding their bills online
• For customers experiencing website issues on the billing page, agents mentioned that if the bill is not available in the portal, they are
able to send the bill via email, and they could also submit a help desk ticket to assist in getting the invoice uploaded into the portal
Agents can’t adjust pricing or correct billing errors
• Some customers wanted to correct billing errors related to unrecognized or extra charges, but agents mentioned that they couldn’t
change this online, and the customer needed to contact the sales agent with their company
“My bill was updated incorrectly by a previous agent as part of a service issue with voicemail on the account. I was told that the agent could
do nothing and that I needed to call someone else. Terrible customer service. Why offer billing support to highlight that they cannot help you
with making updates to your bill or changes to previous items that agents had modified”
Survey Feedback example:

Profile & Account Info
Customers having issues saving/updating information on the portal
Customers having issues with Trade-in
• Some customers mentioned that they never received the shipping label to send their old phone to get trade in credit
• Others mentioned that they were still waiting for their credit. They’ve already sent their old device and had a confirmation number, but
didn’t know who to contact
“i just need to update my address. being that to get into this chat window i have to log in to my account i dont see why it is so difficult. you
site has issues with allowing my to save my info.”
Survey Feedback example:
“My trade in has not been credited towards my account. My bill shows just about $29 bucks for the phone when I was told it would be
around $5 bucks a month for the phone. I mailed it in and have the confirmation of 20011******. I called yesterday and spent about 45
minutes getting the run around”
Methodology: Period: 1/1/2021-2/28/2021; Sample Size= 962 surveys; Business Unit: ATT-BCSS, Agent Group: BME-FirstNet.

Sprint
CSAT Analysis

Presentation title here—edit on Slide Master
Methodology: Period: 1/1/20 – 7/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 3,013 surveys, Filters: (”Solucionamos tu problema?”=No)
Note: Numbers reflect the percentage of chats where customers mentioned a particular topic. Due to multi-tagging, the sum of percentages can be over 100%.
CSAT Analysis: Conversation Topics with Negative Resolution (Virtual Assistant)
Overview
“hola quiero dar de baja el servicio”
“Deseo actualizar mi informacion sobre mi correo electrónico”
“quisiera su apoyo para poder registrarme”
“Como puedo activar mi codigo promocional”
“Se puede pagar con debito no tengo tarjeta de crédito”
“Como configurar mi TV smart”
“Hola se incluyen canales infantiles y nacionales en la programacion?”
“no puedo ingresar a la aplicacion”
“como soluciono codigo de error 1101“
33.2%
16.1%
15.2%
14.2%
13.8%
8.9%
8.3%
7.7%
7.1%
Login Issues
Tech Issues
Plans & Channels
Devices & Streaming
Billing & Payment
Promotions
Sign Up
Account Management
Cancellations
VA-Only Post Chat Survey Question
”Solucionamos tu problema?”
72.4%
27.6%
No Si
• From January to July, 3,013 VA-only surveys were completed.
• Based on the surveys, the positive resolution rate was 27.6%, and the negative resolution rate was 72.4%.
• The top conversation topics with negative resolution were Login Issues (33.2%), Tech Issues (16.1%), and Plans & Channels (15.2%).

Breakdown by Month (All Countries)
Methodology: : Period: 1/1/20 – 07/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 2,182 surveys, Filters: (”Solucionamos tu problema?”=No), (Country: AR,CL,CO,MX,PE,EC,UY)
• The Login Issues topic decreased during April (19.5%) but started increasing again during June (20.8%) and July (21.8%)
• Tech Issues was the highest during January (23.4%), but it dropped to around 10% in recent months.
• Cancellations had the highest MoM increase from June (6.6%) to July (12.0%)
Highlights

Methodology: : Period: 1/1/20 – 07/31/20, Business Unit: DTG-Spanish, Agent Groups: DTG_VA_SPN, Sample Size: 2,182 surveys, Filters: (”Solucionamos tu problema?”=No), (Country: AR,CL,CO,MX,PE,EC,UY)
Breakdown by Country (January to July)
• Login Issues was the top conversation topic with negative resolution in all countries, except for Mexico.
• Plans & Channels, Billing & Payment, and Promotions were the top conversation topics with negative resolution in Mexico
Highlights

Methodology: Period: 1/1/20 – 7/31/20, Business Unit: DTG-Spanish, Agent Group: DTG_VA_SPN, Sample Size: 724 surveys, Filters: (”Solucionamos tu problema?”=No), Country=(AR,CL,CO,MX,PE,EC,UY),
Conversation Topic=Login Issues
Login Issues – Deep Dive
Highlights:
• Login Issues chats with negative resolution have
been increasing again during June and July,
especially in Chile and Colombia
• The Virtual Assistant offers good responses
related to Login Issues, but it can’t access the
customer’s account to identify the specific
problem, so a higher negative resolution rate for
this topic is expected.
Top Mentions:
• “Tengo problemas con mi contraseña”
• “Trato de entrar con mi documento oficial
(RUT/DNI) y no funciona”
• “Tengo problemas con mi correo electrónico”
• Prioritize live agent escalation for customers having login issues in Chile and Colombia.
• If there are no live chat agents available, the Virtual Assistant could share a “Contact Us” form or collect the customer’s contact information
and have an agent contact them when they’re available.
Recommendations

Sprint
NPS Analysis

© 2020 Nuance Communications, Inc. All rights reserved. 13
59.4%
16.4%
68.3%
18.8%
ASYNC SYNC ASYNC SYNC
Live Agent VA to LA
General NPS Breakdown
 The overall Care NPS% for May and June was around 44.8%
NPS% for customers going from Virtual Assistant (VA) to Live
Agent (LA) was 27.2% higher compared to customers going
directly to Live Agent.
 After segmenting surveys by type of chat, the NPS%
difference between LA and VA to LA was 8.9% for Async, and
2.4% for Sync.
 NPS% for Async chats was significantly higher because only
‘resolved’ async engagements get a survey, so that could be
inflating the overall NPS score.
Async Flag Overall NPS%
Async 67.1%
Sync 17.5%
Overall NPS% LA NPS% VA to LA NPS% % Difference
44.8% 26.4% 53.6% 27.2%
NPS% by Async Flag
Methodology: Period:05/01/20 – 06/30/20, Sample size: 93,301 surveys, Business Unit: SprintCare, Chat ORG: Care, CL Care, Virtual
Type of Chat LA NPS% VA to LA NPS% % Difference
Async 59.4% 68.3% 8.9%
Sync 16.4% 18.8% 2.4%

Chat Issue Resolution?
Yes No
Surveys NPS% Surveys NPS%
Async
LA 6,356 72.8% 557 -75.6%
VA to LA 42,021 74.4% 1,471 -62.2%
Total 48,377 74.2% 2,028 -65.9%
Sync
LA 14,945 67.4% 7,215 -83.1%
VA to LA 12,346 65.9% 5,397 -82.4%
Total 27,291 66.7% 12,612 -82.8%
NPS Breakdown by Issue Resolution
 Overall, customers answered “Yes” to the Issue Resolution question in 96.0% of Async surveys, and in 68.4% of Sync surveys.
 There are no significant differences in NPS% by Issue Resolution between LA and VA to LA surveys.
 The lowest NPS score was registered in Sync surveys where customers answered “No” to the Issue Resolution question. This segment of surveys could
be affecting the overall NPS%.
Methodology: Period:05/01/20 – 06/30/20, Sample size: 75,668 surveys, Business Unit: SprintCare, Chat ORG: Care, CL Care, Virtual.
Breakdown of NPS% by Issue Resolution
Segment driving low NPS Scores

Factors Influencing Low NPS Scores
Period:05/01/20 – 06/30/20, Sample size: 82,853 surveys, Business Unit: SprintCare, Chat ORG: (Care, CL Care, Virtual), NPS Segment: Detractors (0-6)
Note: Numbers reflect the percentage of chats where customers mentioned a particular dissatisfaction reason. Due to multi-tagging, the sum of percentages can be over 100%.
"I just want my phone to work properly and it doesn't"
Verbatim Ex.
"nothing was resolved after hours of chatting"
“agent left the chat or got disconnected without warning"
"Sprint billing system is very bad, the monthly charges changes for no reason"
"Got transferred 3 times and last one recommended looking at website"
"I still cannot sign in to my sprint.com account”
“"The reps are not helpful, and lately rude and flippant. It is not appreciated”
"No response, although I was connected to a rep"
“Website did not function properly”
“I placed an order and it was cancelled”
18.9%
17.6%
14.8%
14.1%
9.1%
8.9%
7.1%
6.8%
3.6%
3.4%
Device & Network Issues
Long Chat w/No Resolution
Chat Disconnected
Billing & Payment Issues
Transfers
Login Issues
Unhelpful/Rude
No Answer
Website & Navigation
Orders & Returns
Total
 Detractors coming from Sync chats (who answered “No” to the Issue Resolution question) mentioned the following dissatisfaction reasons:
Business-Related Factor Agent-Related Factor
36:06
40:05
30:32
33:28
38:36
26:13
28:55
26:58
28:03
33:45

 Based on the analysis of Factors Influencing Low NPS Scores, customers mentioned ‘long chats with no resolution’ as a reason for dissatisfaction. These
surveys were mostly coming from Web (62.7%), especially from Desktop (79.1%). Based on chat transcripts, some agents mentioned transfer queues,
and system errors, so further investigation into these issues could potentially uncover areas of opportunity to reduce AHT and increase overall NPS%
Factors Influencing Low NPS Scores: Long Chat w/No Resolution (17.6%)
Methodology: Period:05/01/20 – 06/30/20, Sample size: 2,118 surveys, Business Unit: SprintCare, Chat ORG: (Care, CL Care, Virtual), NPS Segment: Detractors (0-6), Chat Issue Resolution: ‘No’, Async Flag: Sync
Chat Type % Detractors
Web 62.7%
App Chat 37.1%
V2D 0.2%
Chat Ex. 1 Chat Ex. 2
Customer Feedback: “It took too long and in the end I was asked to call
the premier team”, NPS Score: 0
Desktop 79.1%
Phone 19.6%
Tablet 1.2%
Customer Feedback: “it took a half hour to get one question answered!”,
NPS Score: 0
AHT in these chats:
00:40min

 Out of the customers mentioning ‘Chat Disconnected’ as a reason for dissatisfaction, 33.1% of detractors were coming from chats with End Type:
“Customer Lost Connection”, and most of these came from App Chat (90.2%). By potentially fixing this issue, the number of detractors could decrease,
which could increase the overall NPS% for the program.
Factors Influencing Low NPS Scores: Chat Disconnected (14.8%)
Methodology: Period:05/01/20 – 06/30/20, Sample size: 1,780 surveys, Business Unit: SprintCare, Chat ORG: (Care, CareOS, CL Care, Virtual), NPS Segment: Detractors (0-6), Chat Issue Resolution: ‘No’, Async Flag: Sync
Chat End Type % Detractors
Customer Closed Chat 49.2%
Customer Lost Connection 33.1%
Agent Left Chat Room 7.6%
Customer Abandoned
Queue
3.4%
Agent Connection Lost 1.4%
Chat Ex. 1
Customer Feedback: “The person began the chat and never came back
to assist”, NPS Score: 1 (App Chat)
Chat Ex. 2
Customer Feedback: “Nothing was accomplished and I was cut off” NPS
Score: 0 (App Chat)
Chat Type % Surveys
App Chat 90.2%
Web 9.8%
It’s recommended to investigate if
there’s a connectivity issue causing
customers to lose connection in
App Chats

Survey Analysis (CSAT, NPS)

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Editor's Notes