If the tone was warm and friendly

If the tone showed impatience or frustration

If the seller felt encouraged throughout the interaction

If enthusiasm was consistent during the chat

When responses were adapted to the seller’s style

When emotional cues were ignored

When the seller’s needs were prioritized

When rapport was successfully built

When two or more major typos or grammatical issues occurred

When minor punctuation errors were present

When messages were formatted for clarity

When the seller’s understanding was not impacted

When the error changes the meaning of a message

• When the message is concise and clear

When the error is a minor spelling mistake

When the error does not affect communication

If the seller’s issue was resolved despite minor errors

If incorrect details led to confusion or delays

If additional details were provided correctly later

If follow-up actions were communicated effectively

If the omission did not impact the seller’s issue

If critical information necessary for resolution was missing

If the seller confirmed their issue was resolved

If the analyst provided a clear action plan

When all relevant steps were followed correctly

When the seller’s main concern was not addressed

When accurate information was provided

When the resolution did not require follow-up

When the information confused the seller or delayed the resolution

When extra details helped clarify the situation

When the seller appreciated the additional context

When the issue was still resolved efficiently

If the issue resolution was successful without follow-up

If key details were missing, affecting the resolution

If irrelevant information was included in the response

If follow-up was required as part of the process

When messages were concise and specific

When messages confused or frustrated the seller

When messages included relevant details

When clarity was maintained throughout the chat

If it followed a logical structure to solve the issue

If irrelevant steps or delays occurred unnecessarily

If it prioritized the seller’s concerns effectively

If the seller’s time was respected

If the seller’s resources were utilized effectively

If the analyst asked for information already provided

If ownership of the issue was demonstrated

If the seller was guided efficiently through the resolution

If responses were clear and aligned with the seller’s needs

If the seller’s style of communication was ignored

If language was professional and precise

If the seller’s issue was resolved smoothly

If actions promised during the chat were not followed through

If the seller’s issue was resolved during the interaction

If clear next steps were communicated effectively

If all necessary actions were documented and addressed

If the complaint was filed as Tier 1 incorrectly

If the process was followed as per guidelines

If the complaint was escalated appropriately

If the seller’s concern was categorized accurately

If data protection guidelines were followed

If personal data was shared without consent

If the seller’s issue was unrelated to data

If the seller provided data voluntarily

If escalation was unnecessary

If the issue warranted escalation

If escalation steps were documented correctly

If the seller’s concern remained unresolved

If escalation was not necessary for savings issues

If savings guidelines were adhered to

If the correct savings process was not followed

If the seller’s savings were managed accurately

If any of the CS policies were not followed

If all necessary CS steps were followed

If the issue required an exception to the policy

If the seller’s problem was resolved smoothly