Market performance overview

What does strike rate mean?

• A work stoppage, caused by the mass refusal of employees to work

• A count in baseball

• % of contact handled vs offered

• Strike is used to buy and sell bitcon

• Strike means that all the pins have been knocked down on the first ball roll of a frame in a bowling match

What does Service level mean?

• How fast the waiters in a restaurant serve the plates

• It is the electricity consumption of a city within 24 hours

• It measures the time it takes an official to pick up the phone

• It's a key element of a service-level agreement (SLA) between a service provider and a customer

What NPS stands for?

• No Parcel Service - we do not send anything

• National Police Service

• NPS stands for Net Promoter Score which is a metric used in customer experience programs.

• NPS Asociados is a national wide lawyers board in Spain

What are the 3 best performing markets?

• Poland, Spain, Switzerland

• The Nordics: Denmark, Finnland, Sweden

• Iberia, Italy and France

• DACH: Germany, Austria and Switzerland

Which channel drive the best customer experience?

• Social media

• Telephone

• E-Mail

• Whatsapp

What is the productivity target on WhatsApp?

• 20 contacts per hour (CPH)

• 15 contacts per hour (CPH)

• 12 contacts per hour (CPH)

• 8 contacts per hour (CPH)