Improving CSAT results for P&P

Which LOB gives you more CSATs and which LOB gives you more DSATs and why?

Why do you think we are getting many DSATs in tickets?​ ​ ​ (a)  

• __
• Policy cases for copyright infringement
• Not showing empathy to the users
• Not using positive positioning
• AA verification process
• Policy cases for phishing sites
• No active reading
• Refunds
• Not properly investigating the case

Which group (AA, Risk Premium, Policy, Adv Billing) is the most challenging for you in tickets and why?

What is something you do to implement positive positioning?

Please share your best advice to have active reading and properly investigate the cases

What helps you get CSATs in tickets?