Processing Dashboard report book ...
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Aug 16 | Sep 16 | Oct 16 | Nov 16 | Dec 16 | Jan 17 | Feb 17 | Mar 17 | Apr 17 | May 17 | Jun 17 | Jul 17 | Aug 17 |
| Satisfaction | | | | | | | | | | | | | |
| Sample | 2,585 | 2,191 | 2,308 | 1,914 | 1,472 | 1,416 | 1,526 | 1,488 | 2,318 | 2,643 | 1,742 | 2,432 | 1,962 |
| Customer Experience >=84.5 <81.5 | 82.4 | 82.9 | 83.1 | 83.7 | 85.2 | 85.1 | 84.7 | 85.4 | 82.1 | 80.9 | 82.3 | 84.2 | 85.5 |
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| Process | | | | | | | | | | | | | |
| Process - Duration | | | | | | | | | | | | | |
| Acceptable (%) | 78 | 81 | 79 | 83 | 85 | 85 | 86 | 90 | 83 | 81 | 79 | 86 | 84 |
| Long (%) | 22 | 19 | 21 | 17 | 15 | 15 | 14 | 10 | 17 | 19 | 21 | 14 | 17 |
| Process - Efficiency | 78.2 | 77.6 | 78.3 | 79.4 | 81.6 | 78.1 | 80.9 | 82.2 | 80.2 | 79.8 | 78.8 | 79.9 | 81.9 |
| Employee | | | | | | | | | | | | | |
| Friendly | 86.6 | 85.0 | 85.1 | 86.4 | 87.6 | 87.1 | 87.5 | 89.1 | 86.3 | 87.1 | 88.0 | 86.3 | 88.0 |
| Knowledgeable about products | 83.8 | 85.4 | 86.1 | 85.5 | 86.4 | 83.3 | 87.4 | 89.3 | 85.3 | 84.6 | 87.7 | 84.0 | 85.6 |
| Helpful | 85.4 | 87.9 | 88.7 | 86.2 | 87.0 | 89.8 | 87.1 | 88.0 | 83.8 | 84.6 | 87.9 | 85.6 | 88.7 |
| Efficiently processes transaction | 87.4 | 88.0 | 87.3 | 86.7 | 87.1 | 88.5 | 87.4 | 85.4 | 86.7 | 84.2 | 83.9 | 84.7 | 87.6 |
| Issue Resolution | | | | | | | | | | | | | |
| Satisfaction - Problem Resolution | 84.0 | 85.5 | 86.9 | 85.6 | 88.0 | 86.9 | 85.6 | 87.5 | 85.2 | 85.3 | 84.7 | 85.3 | 87.0 |
| Problem Resolution | | | | | | | | | | | | | |
| Resolved (%) | 81 | 82 | 81 | 82 | 83 | 86 | 85 | 81 | 75 | 77 | 78 | 80 | 83 |
| Resolved, but after visit (%) | 7 | 8 | 9 | 9 | 8 | 6 | 7 | 6 | 9 | 9 | 8 | 7 | 8 |
| Not resolved yet (%) | 13 | 10 | 10 | 9 | 10 | 8 | 8 | 13 | 16 | 14 | 14 | 12 | 9 |