| Ticket ID | Month | Primary DSAT Category | Agent | Customer Comment / Root Cause |
|---|
| KPI | FY2027 Target | Current (August MTD) | Status | Notes |
|---|---|---|---|---|
| Customer Satisfaction | ≥93% (hard 95%) | 93.2% | Clearing | Opened the month clearing the soft target under the corrected survey-eligible formula (44 rated) — a small early sample, so expect this to move around more until volume builds. July closed at 94.8% (891 rated), 2.7 points above June's 92.1% EOM close. |
| Survey Response Rate | ≥12% (hard 15%) | 12.6% (Aug MTD) | Clearing | Clearing the soft target from day one (~47% dispatch, 12.6% completion) — though dispatch is running lower than July's ~70%, worth watching. WE20260726 ran at 16.69% under the SOW/KPI pipeline's own formula — the first week of July to clear the ≥15% hard target. |
| Reopen Rate | ≤30% (hard ≤20% by EoFY2027) | 28.50% (WE20260726) | Clearing | July's last completed week held the ≤30% target — 28.50% (WE20260726), essentially flat versus WE20260719's 28.48%. Daily reopen rate closed July at 27.2% (31 July) and has opened August trending upward (10.7% → 13.5% → 16.8%) — still well under target, but worth tracking as volume builds through the month. |
| Solve Rate | ≥98% monthly | 81.1% (Aug MTD) | Below target — expected | Solve Rate = (tickets solved that were also created within the month) ÷ (tickets created within the month) = 668 ÷ 824 = 81.1%. This reads low early in any month by design — many tickets created in the last few days haven't had time to be solved yet — and should climb through August. July closed at 99.4% (11,679 ÷ 11,746), the strongest read of the month, for reference. This is narrower than the Zendesk Explore "Solved tickets" widget total shown above (837 for August MTD), which counts every agent solve regardless of when the ticket was created. |
| First Reply SLA (NRT) | 90–95% by channel | — | Not tracked | We track first-reply median time, not % within SLA by channel (Msg/Email/Phone) — needs a channel-split SLA-attainment export. |
| Full Resolution SLA | 80–92% by channel | — | Not tracked | Same gap as above — need channel-split SLA-attainment %, not just median resolution time. |
| KPI Category | Strategic Priority | Leadership KPI & Description | FY2027 Target | Hard Target |
|---|---|---|---|---|
| Customer Satisfaction | Establish Ecosa as a Sleep Authority | Drive satisfaction by reviewing dissatisfaction themes, leading root-cause analysis, and ensuring action plans are created for recurring customer pain points. | CSAT ≥93% | 95% |
| Customer Feedback Reliability | Building a Sleep Data Ecosystem | Improve the reliability of customer feedback reporting by ensuring satisfaction survey volume and response rate are monitored and corrected when below threshold. | ≥12% survey response rate by EoFY2027 | 15% |
| Resolution Quality | Sustainable Growth & Resilience | Reduce repeat contacts and improve first-contact resolution by leading QA calibration, coaching discipline, and root-cause reviews on reopened tickets. | ≤30% within 6 months of tracking | ≤20% by EoFY2027 |
| Queue Health & Capacity Management | Sustainable Growth & Resilience | Maintain healthy queue performance by monitoring ticket volume, solve rate, backlog risk, staffing coverage, and surge triggers. | Solve rate ≥98% monthly | Capacity review after 2 consecutive months below |
| First Reply SLA Management | Sustainable Growth & Resilience | Ensure timely first response across messaging, email, and phone by leading staffing discipline, queue prioritisation, and escalation management. | Messaging ≥95% · Email ≥90% · Phone ASA ≥90% | — |
| Full Resolution SLA Management | Sustainable Growth & Resilience | Ensure customer issues are resolved within agreed timelines while maintaining quality, proper escalation, and correct use of pending status for third-party dependencies. | Messaging ≥88% · Email ≥80% · Phone ≥92% | — |