Improving CSAT results for P&P

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

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

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• 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?

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What is something you do to implement positive positioning?

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

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What helps you get CSATs in tickets?

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