Document Details

Author	Aditya Sher
Date	February 12, 2024 (GMT+5:30)
Current Version	v1.0

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Problem Statement

The CSAT for the Amazon Seller Platform has dropped from 4.8 to 4.2 in the last month, with the expected primary reasons being Increase in Ticket Resolution time and Increase in Delay of Input from Seller side, we need to ensure that CSAT increases over the next 2 months.

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Understanding the Problem Statement

What is CSAT

CSAT refers to the Customer SATisfaction score associated with the overall platform (We will assume that CSAT given in the problem statement refers to the CSAT of the user experience of the Seller Dashboard and the Support Experience)

Severity

The Score dropped from 4.8 to 4.2 (out of 5) this is a massive decrease of 12.5% and as stated in the problem statement this can lead to a loss of reputation or seller retention.

Stakeholder POV

Seller Side:

Dissatisfaction due to Delay in the resolution of the requests

Support Team Side:

Non-availability of sellers leads to increased time in ticket resolution.