Freshdesk feedback

Represents the repartition of all feedbacks collected either complaints, praises or suggestions. The team Customer Relations is in charge of the analysis and action plan follow up.

Complaint focus

Trend by month of complaints created, resolved and ongoing.

Number of ongoing Complaints by creation date.

The Resolution Time measures the time spent between the complaint creation date and closed date. This Resolution time is in "Total cycle time" which means that we don't exclude any weekend, any non-business hours, any status. In addition to that Total Cycle Time, as the target from quality teams is provided in days, we display this total cycle time in days also (result in hours divided by 24, then rounded to the nearest integer).

The Ongoing Age measures the total average time since the complaint have been created.