Drivers

Use of Tools

The rep failed to use resources available to them to solve. This does not include the conversation itself (that goes under Not Informed), or a failure to pass when necessary (that is Personal Ownership).

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Delayed Resolution

The rep took unnecessary extra steps/time to diagnose and solve the issue.

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Incorrect/Incomplete Resolution

The rep didn't choose the correct/complete solution for the customer's issue before we closed.

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No Resolution

The rep didn't attempt to diagnose or solve the issue/one of the issues this customer was having.

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Personal Ownership

The rep failed to recognize a need to hand-off before the conversation escalated/handed off unnecessarily

This does NOT include the conversation/bot flow/other threads as a resource. Those go under Behavior - Not Informed

Reassignment Issues

A rep messed up when handling a conversation that wasn't being handled by them before, or when the rep made a mistake while escalating a conversation (only to be used if they respond to the convo, if they just closed, it's closing issues)

Ex.

- Improper follow up due to not reading the conversation/notes.

- Escalating to the wrong inbox.

- Not telling a customer in chats they're being reassigned.

- Accidentally closing instead of reassigning.

Closing Issues

When a rep closes a conversation that should have been followed up on/closes too soon

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Tone/Empathy/Conversational Skills

The rep didn't choose the correct tone to talk with the customer, and/or the rep was not as empathetic as they should have been, and/or the rep was not clear in their choice of wording.

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Not Informed

The rep does not carefully/appropriately read the rest of the conversation, bot flow, or other threads.

This does not include failing to use any other resources - those go under Personal Ownership.

Unlisted

Behavioral DSATs that do not clearly fall into any of the other behavioral categories.

Please explain in feedback.

Customer's Behavior

The customer is:

- Being abusive

- Refuses to accept any solutions that we give them.

- The customer is a scammer / we think is a scammer, so we are less flexible with solutions/refuse to interact.

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Customer’s Confusion

When the customer is confused about something, but we are explaining ourselves well and it is not a technical description. This does not include when the customer is confused due to a message reception issue.

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EX. If we explain that a refund will take 10 business days, and they come back after 5 insisting they should have it by now - and then give us a DSAT because we didn’t tell them.

We tell a customer they need to use a different photo due to auto-enhancement, but they use the same, and are confused it turns out the same.

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**This will likely be accompanied by/or need a customer-confused-by-communication tag. **

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Unlisted

Anything we cannot change that is an external influence on the customer's satisfaction (ex. "my mom told me that there's 5G in your tiles!")

Please explain in feedback.

DSAT given late

DSAT is given more than a week (7 days) post-DSAT survey without any clear reason.

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Customer seemed happy

The customer rated in a timely manner, but they seemed notably pleased with our solution, and did not give another reason in the feedback message.

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No Customer Response

We took all appropriate steps, but the customer never responded, so we have no context or tag.

For the main tag section, manually enter N/A if there’s no tag related

If the customer has since responded and we have new info, that information overrides this driver.

Unlisted

All other DSAT reasons that do not fall into any known category.

Please explain in feedback.

NB: If we know the root (i.e. behavior, process) but it falls outside of the named buckets, please use the "Unlisted" cause under the known section).

Delayed Responses

When the DSAT is triggered because the customer had to wait to hear back from us.

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Reassignment Issues

The customer is upset about their issue being handled by multiple reps, but the cause of that is not behavioral.

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Support Limitation

The customer wants us to do something above and beyond (that would not normally be a support feature), that we cannot do for them.

Ex. calling UPS, matching other company's promos, etc.

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Unlisted

Any process that triggers a DSAT that is not otherwise covered here.

Please explain in feedback.

Delivery Delay/Issue

Customer's order experienced issues in the shipping process - whether it was caused by the shipping company, or by us.

Ex. Factory delays, shortages, delivered to wrong address etc.

Missing Feature

The customer is requesting features that we do not have.

Ex. Phone support, pay by e-mail, reorder previous order, etc.

Pot Damaged/Defective

The pot arrived damaged or did not function as intended, no matter how long they've had it.

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Plant - Unhealthy

The plant arrived/is unhealthy, despite the customer following instructions.

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Plant - Dead/Damaged

The plant arrived/is dead or physically damaged, despite the customer following instructions.

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Unhappy with Result

The customer was unhappy with the product/shipping, but there were no issues with either.

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Ex. Tiles arrived on time, but customer wanted them earlier, customer unhappy there the tree isn’t the exact shade of green they wanted (but is as advertised), etc.

Marketing Issues

When the customer is upset about a marketing issue (content objectionable, misleading ads etc.)

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Stock Issues

When a customer is upset that the product they want is currently out of stock.

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Unlisted

Any DSAT triggered by a product issue not covered here.

Please explain in feedback.

Message reception issue

- The customer didn't see the rep's message prior to sending the DSAT

- We are not receiving the customer's messages (ex. when we receive blank emails)

- The customer is not receiving our messages (ex. Intercom misses sending a chat message)

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Shopify Error (easyplant)

The customer's order experienced a tech issue after it was placed. This driver is used when the customer wasn't happy that those issues took place, even when the rep was able to give the correct solution in a timely manner.

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Web Error (Easyplant)

The customer experienced a tech issue with the web or app. This driver is used when the customer wasn't happy that those issues took place, even when the rep was able to give the correct solution in a timely manner.

If the error is user-driven (not following clear instructions, not using app/site properly), do not select this driver.

Promo Issues

The customer has issues redeeming a promo code, or promo does not apply properly (they followed the instructions)

NB: If the issue with the promo is a support limitation (not a system error), do not select this driver.

Refund/Charges Issue

- Payment errors/declined payments.

- Refund issues

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NB: If the customer is upset by a known feature of our refunds/payments ex. refund timeframes, do not use this driver.

Unlisted

Any DSAT triggered by a system issue/error/failure that's not covered here.

Please explain in feedback.

None

When there is no non-behavioral cause or context for the DSAT.

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