Introduction

This document analyzes Mulebuy's customer service performance based on key metrics tracked in spreadsheets, including inquiry volume, complaint rate, and resolution time. By applying service quality assessment frameworks, we identify improvement opportunities and propose actionable solutions to enhance customer satisfaction.

1. Data Collection & Analysis

The data reveals three critical pain points: overloaded CS team, high complaint frequency, and delayed responses. Peak inquiry hours (2-5PM) show 40% higher volumes than capacity.

2. Service Gap Analysis (SERVQUAL Model)

• Reliability Gap: 62% of complaints concern missed delivery promises
• Responsiveness Gap: 28% of responses exceed SLA timeframes
• Assurance Gap: CSAT scores drop 22% for complex inquiries

3. Improvement Action Plan