Case number: 09336904

Case Summary:

Screen/Monitor for major news announcements - Client's initial query mentions that he missed an important news about Pfizer creating vaccine which affected that FTSE. He currently has TOPNEWS setup and the news didn't appear until he found it on BBC news. Therefore, client wanted to have a streaming news based on time for all the news with major importance. Initial resolution was provided to the client without complete/accurate probing, hence, not being able to solve the client's problem exactly on the first few interactions. Other options/suggestions were provided ot the client, however, the client was able to find the appropriate solution he prefers and requests the case to be closed.

Question:

What is the primary root cause of Dissatisfaction?

Case number: 09265554

Client Verbatim: Member of your team who has resolved my issue was polite and resolved it correctly. However, it took too much time.

Case Summary:

· EQ Case , opened at 7:50 PM, October 17

· IR sent - 8:08 PM

· Initial Resolution sent at 9:08PM

· Client responded at 9:14 to advise issue was not fully resolved as she needs the data in Excel format for all contributors

· Final Resolution sent at 10:55PM

· Case handed over to AMERS which was not worked on due to weekend support

· Client responded PC at 3:55 AM

· Case closed on Monday - October 19

· Actual Resolution sent within 4 hours from case creation

Question:

What is/are the gaps identified under Knowledge and Process?

Case number: 09265554

Client Verbatim: Member of your team who has resolved my issue was polite and resolved it correctly. However, it took too much time.

Case Summary:

· EQ Case , opened at 7:50 PM, October 17

· IR sent - 8:08 PM

· Initial Resolution sent at 9:08PM

· Client responded at 9:14 to advise issue was not fully resolved as she needs the data in Excel format for all contributors

· Final Resolution sent at 10:55PM

· Case handed over to AMERS which was not worked on due to weekend support

· Client responded PC at 3:55 AM

· Case closed on Monday - October 19

· Actual Resolution sent within 4 hours from case creation

Question:

What is the primary root cause of Dissatisfaction?

Case number: 09263421

Client Verbatim: I'm actually a bit insulted that this kind of notice was even sent to me.

Case Summary:

· Case received via LC

· Raised by Internal client - CSM for External's AMR access.

· CSE advised CSM to reach out to Research Entitlements team regarding AMR subscription of client.

· Emails were sent both to CSM and Research Team, however client was never part of the conversation but CSE still indicated the client's name as the contact name in case feed.

· CSM has OOO message in teams but CSE failed to contact him on that channel.

· Case was closed w/o PC from Research team or from CSM

Question:

What is/are the gaps identified under Low Effort Customer gaps?

Case number: 09263421

Client Verbatim: I'm actually a bit insulted that this kind of notice was even sent to me.

Case Summary:

· Case received via LC

· Raised by Internal client - CSM for External's AMR access.

· CSE advised CSM to reach out to Research Entitlements team regarding AMR subscription of client.

· Emails were sent both to CSM and Research Team, however client was never part of the conversation but CSE still indicated the client's name as the contact name in case feed.

· CSM has OOO message in teams but CSE failed to contact him on that channel.

· Case was closed w/o PC from Research team or from CSM

Question:

What is the primary root cause of Dissatisfaction?

Case number: 09278806

Case Summary:

· Real-Time Engine Initialization Error

· Good evening, I am trying to retrieve some option prices via the excel add in, but I encounter the error Real-Time Engine Initialization Error.

Question:

What is/are the gaps identified under Low Effort Customer gaps?

Case number: 09278806

Case Summary:

· Real-Time Engine Initialization Error

· Good evening, I am trying to retrieve some option prices via the excel add in, but I encounter the error Real-Time Engine Initialization Error.

Question:

What is the primary root cause of Dissatisfaction?

Case number: 09168917

Client's Verbatim: "It took time to resolve the issue due to ECB website but finally they did it. thanks to the frontline support which followed closely the case ".

Case Summary:

· For <.BLSI> the closing level of 13 of May 2020 is incorrect.

· Due to production oversight incorrect value was captured post contacting the Source.

· For <EUREER=ECBF> , historical data on our database is not matching European Central Bank. There is huge spike on values since the 7 of September 2020 price raised from 100 to 122 .

· Since the resolution took time to be provided, the client complained that he finds the action taken on the content's end was slow.

Question:

What is the gap identified under Low Effort Customer gaps?

Case number: 09168917

Client's Verbatim: "It took time to resolve the issue due to ECB website but finally they did it. thanks to the frontline support which followed closely the case ".

Case Summary:

· For <.BLSI> the closing level of 13 of May 2020 is incorrect.

· Due to production oversight incorrect value was captured post contacting the Source.

· For <EUREER=ECBF> , historical data on our database is not matching European Central Bank. There is huge spike on values since the 7 of September 2020 price raised from 100 to 122 .

· Since the resolution took time to be provided, the client complained that he finds the action taken on the content's end was slow.

Question:

What is the primary root cause of Dissatisfaction?