Overview

Customer Experience

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CSAT
+10.2%
vs previous period
NPS
+18.8
vs previous period
Responses
+3.8%
Aug 1 – Aug 22, 2026
Follow-up resolution
44 cases
Revenue at risk
Rata-rata basket
Rp 7,3 jt
Basket promoter vs detractor
Rp 6,0 jt vs Rp 9,1 jt
Kategori paling tertekan
Wearable · 47.1%
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Customer satisfaction trend

CSAT, Aug 1 – Aug 22, 2026 · 163 responses in period · klik titik pada grafik untuk rincian harian

Needs attention

View follow-ups
Unresolved negative responses
Approaching SLA
SLA breached
Unassigned cases

Emerging issues

vs previous period

Rankings

Aug 1 – Aug 22, 2026 · minimal 8 responses per entitas · 12 dari 24 item / produk memenuhi ambang

Item dengan CSAT terbaik

Top 10 · CSAT tertinggi
  1. 1
    100.0%
    NPS +50 · neg 0.0%
    0 pt
  2. 2
    77.8%
    NPS +44 · neg 22.2%
    +66.7 pt
  3. 3
    77.8%
    NPS +11 · neg 11.1%
    +33.3 pt
  4. 4
    75.0%
    NPS +13 · neg 12.5%
    -33.3 pt
  5. 5
    75.0%
    NPS 0 · neg 25.0%
    +13.3 pt
  6. 6
    70.0%
    NPS +20 · neg 20.0%
    -4.8 pt
  7. 7
    66.7%
    NPS 0 · neg 11.1%
    -37.5 pt
  8. 8
    66.7%
    NPS -17 · neg 16.7%
    -12.5 pt
  9. 9
    62.5%
    NPS +13 · neg 25.0%
    +50 pt
  10. 10
    50.0%
    NPS -37 · neg 25.0%
    0 pt

Item paling bermasalah

Bottom 10 · CSAT terendah
  1. 1
    37.5%
    NPS -37 · neg 25.0%
    -25 pt
  2. 2
    50.0%
    NPS -37 · neg 25.0%
    0 pt
  3. 3
    50.0%
    NPS -37 · neg 12.5%
    0 pt
  4. 4
    62.5%
    NPS +13 · neg 25.0%
    +50 pt
  5. 5
    66.7%
    NPS -17 · neg 16.7%
    -12.5 pt
  6. 6
    66.7%
    NPS 0 · neg 11.1%
    -37.5 pt
  7. 7
    70.0%
    NPS +20 · neg 20.0%
    -4.8 pt
  8. 8
    75.0%
    NPS 0 · neg 25.0%
    +13.3 pt
  9. 9
    75.0%
    NPS +13 · neg 12.5%
    -33.3 pt
  10. 10
    77.8%
    NPS +11 · neg 11.1%
    +33.3 pt

Movers

store & item · vs paruh awal
Perbaikan terbesar
Penurunan terbesar

Recent responses

All responses
Jihan Anggraini3NeutralPayment processErafone Galaxy Mall, SurabayaNot required22 Aug, 19:56
Jihan Fauzan5PositiveWaiting timeErafone Sun Plaza, MedanNot required22 Aug, 18:59
Farah Dharma5PositiveStore cleanlinessErafone Paris Van Java, BandungNot required22 Aug, 17:24
Galih Sitompul5PositiveStaff helpfulnessUrban Republic Plaza Indonesia, JakartaNot required22 Aug, 17:22
Galih Sitompul2NegativeStock availabilityErajaya Service Centre Jakarta, JakartaOpen22 Aug, 13:11
Maya Ramadhani2NegativeWarranty claimErajaya Service Centre Medan, MedanOpen22 Aug, 12:22
Jihan Anggun1NegativeWaiting timeErafone Galaxy Mall, SurabayaIn progress22 Aug, 11:49
Dwi Wijaya2NegativeTrade-in valuationErafone Grand Indonesia, JakartaIn progress22 Aug, 10:51
Maya Maulana2NegativeStock availabilityUrban Republic Plaza Indonesia, JakartaOpen22 Aug, 09:39
Qori Simatupang2NegativeProduct knowledgeErafone Tunjungan Plaza, SurabayaOpen21 Aug, 19:57
Reza Wijaya4PositivePayment processErajaya Service Centre Surabaya, SurabayaNot required21 Aug, 17:36
Olivia Sitompul3NeutralStore cleanlinessErajaya Service Centre Surabaya, SurabayaResolved21 Aug, 15:23