ps19332

Thanks Munesh for the input. i will try to do hypothesis now.

Hi, In my case , CSAT score for Aug = 75 % CSAT for Sept = 76 % CSAT for Oct = 75 % Mean - 75.3 % this is not equal to my target ( 85 % ) , in this case how do u want me to proceed with hypothesis testing. Inputs taken from brain stroming are as follows . 1. Not supported issues , Rank - 1 2. Transfer calls , Rank - 2, 3 Connectivity issue 3 .... in this case do i need to conduct hypothesis testing , if yes how can i test hypothesis.

Thanks Munesh, In this case how to do u want me to test hypothesis. Say if not supported issue is one of the factor causing DSAT, then Null Hypothesis : Not supported is = DSAT Alternate hypothesis : Not supported is =/ DSAT. Is it correct ?

Thanks for the Reply, I work for a BPO, we work for Bell internet in canada. I have done a brain stroming sessions with my agents and got few inputs. I have taken these inputs and matched with the real time CSAT comments from customers. Most of them are matching, Now i want to check whether my agents assumption is correct or not , for that i need to do hypothesis testing. One thing which is confusing me is, if i have RAW CSAT report ( Includes VOC ) to know why customers are dissatisfied then, do i need to take inputs from the agents regarding the same and do hypothesis testing.

Hi, My name is Ravi,  I have started a project for my GB. Project is on Customer satisfaction. 1. I know the VOC 2. I know what are the factors effecting CSAT with the CSAT survey data which we get. 3. I have completed fish bone , XY chart . 4 . I need to start hypothesis tesing, how do i proceed with hypothesis testing. Need help.