Venue Support Monthly Report – February 2026

1. Executive summary

• Ticket volumes: 2,241 tickets opened and 2,096 closed across the team for February.
• CSAT: 104 survey responses with 88.5% “Very satisfied” and an average CSAT score of 4.80 (out of 5).
• Channel activity: 547 logged phone calls (240 inbound, 307 outbound) and 88 live chats handled.
• Training delivery: 40 customer training sessions completed (Sarah 13, Mercedesz 11, Jenine 10, Leo 6), with training survey responses rated “Very satisfied”.
• Quality themes: Feedback strongly highlights speed of response, helpfulness and product knowledge; negative comments focus on data accuracy issues and login problems, with a small number citing delays.

2. Utilisation overview

Team utilisation

The utilisation file provides hours logged vs planned for four analysts.

Channel activity snapshot (February totals)

Tickets

Phone calls

Note: The workbook provides inbound/outbound counts for Sarah, Mercedesz, Jenine and Leo. Zac has a total duration but no split between inbound and outbound.

Live chats

3. Customer training activity & feedback

Training volume

• Total sessions completed: 40

Training satisfaction

• Available February training surveys (e.g. Ramada Encore Newcastle-Gateshead; H10 Croma Málaga) both rate overall satisfaction as “Very satisfied”.
• Qualitatively, training satisfaction is very high; no respondents reported dissatisfaction in the available forms.

Feedback themes (training)

Positive themes

• Trainer knowledge & presentation: Trainers described as “excellent” with clear explanations and strong product understanding.
• Patience and approach: One attendee praised “Jenine’s predisposition and patience” and commented that “Everything was great with Jenine.”
• Coverage of topics: Respondents agreed that all expected topics were covered and material was “very clear”.

Improvement areas

• No specific improvement suggestions were recorded in the February training survey responses (open-ended questions were often left blank or marked “No answer”).

4. Overall satisfaction survey results

Response volume & CSAT

• Total responses (Venue Support, February 2026): 104
• Rating distribution:
  • Very satisfied: 92
  • Satisfied: 7
  • Neither satisfied nor dissatisfied: 1
  • Dissatisfied: 4
  • Very dissatisfied: 0
• Share of responses:
  • Very satisfied: 88.46%
  • Satisfied: 6.73%
  • Neither satisfied nor dissatisfied: 0.96%
  • Dissatisfied: 3.85%
  • Very dissatisfied: 0.00%
• Overall CSAT (1–5 scale, Very satisfied=5 … Very dissatisfied=1): 4.80

Score distribution summary

• The survey is heavily skewed towards the top of the scale, with nearly nine out of ten responses marked “Very satisfied”.
• Only a small minority (around 3.9%) selected “Dissatisfied” and none selected “Very dissatisfied”.

Top positive drivers (with example comments)

1. Speed of response (≈8 comments)
   • Example: “Sargun replied to my email promptly and solved my problem with ease. Thank you.”
   • Example: “Fantastic response time! Thank you!”
2. Helpfulness & going the extra mile
   • Example: “Provided very helpful information in a speedy manner.”
   • Example: “Excellent service as always :-)”
3. Knowledge, professionalism & clarity
   • Example: “Paula Brisa was excellent and very knowledgeable … and the follow up emails from the team … very quick and professional.”
   • Example (training-related CSAT): “Sarah was great – engaging and informative – thank you for your time.”

Top negative drivers (with example comments)

1. Data accuracy / profile content (1+ comments)
   • Example: “Wrong hotel added.”
   • Example: Repeated requests for images to be added to a profile not being actioned.
2. Login / access issues (1 comment)
   • Example: “I am not receiving the verify my account code to enter for accessing your website.”
3. Resolution delays (few comments)
   • Example: A customer notes that although the issue was resolved satisfactorily, it “took over a week” and required follow-ups.

5. Weekly & monthly trends

Monthly totals (February 2026)

• Tickets: 2,241 opened; 2,096 closed.
• Phone calls: 547 calls where in/out detail is recorded (240 inbound; 307 outbound) 
• Chats: 88 live chats handled (64 via AI Agent and 24 by human agents).
• Customer training: 40 sessions delivered across Sarah, Mercedesz, Jenine and Leo.
• Overall capacity is being maintained despite high workload, especially for high-volume agents (notably Sarah and India on tickets; Sarah on calls).
• AI chat is handling the majority of chat contacts, with a one-third transfer rate to agents, which helps keep human chat volume manageable.

6. Actions and focus for next month

• Target data-quality issues surfaced in CSAT comments: Review tickets linked to “wrong hotel added” or repeated content-update requests, and feed these into a small data-quality improvement sprint.
• Reduce resolution delays for edge cases: For cases where customers note multi-day or week-long waits, audit workflow steps and hand-offs, and add interim updates/SLAs to keep customers informed.
• Leverage best-practice from high-performing agents: Use examples from feedback mentioning fast, clear support (e.g. Sargun, Sarah, Vaishali) in micro-coaching or knowledge-sharing sessions for the wider team.
• Optimise AI chat flows: With 64 AI chats and a 33% transfer rate, review which intents are frequently escalated and consider improving bot content or routing for those scenarios.
• Build on strong training outcomes: Continue promoting customer training, particularly with trainers called out positively (e.g. Jenine, Sarah), and consider capturing more structured NPS/CSAT for training sessions.
• Balance workload across analysts: Ticket and call volumes are concentrated on a subset of agents; review queue assignment rules to ensure more even distribution where appropriate.

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