Voice of customer
Customer Experience Monitoring
Doha Live--:--:-- AST
K
Network CSAT
4.42
Avg wait (network)
9.1 min
Complaints today
24
Abandoned carts
48
Branch scorecard
Customer signals by branch
| Branch | Wait | CSAT | Complaints | Abandoned | Repeat % |
|---|---|---|---|---|---|
| Cajun · Al Sadd | 18.4m | 3.4 | 9 | 18 | 38% |
| PAWS · Aspire | 14.2m | 3.8 | 5 | 8 | 52% |
| PAWS · The Pearl | 3.9m | 4.9 | 0 | 2 | 74% |
| PAWS · Al Qassar | 4.8m | 4.7 | 1 | 3 | 68% |
| Charger · Lusail Blvd | 5.2m | 4.7 | 1 | 4 | 64% |
| Charger · West Bay | 8.1m | 4.2 | 3 | 9 | 56% |
| Charger · The Pearl | 6.4m | 4.5 | 2 | 5 | 61% |
| Cajun · Umm Salal | 7.2m | 4.3 | 2 | 6 | 58% |
Complaint clusters
What customers told us today
Al Sadd · Wait time
9"Waited 22 minutes just for insurance approval — no update from staff."
Villaggio · POS slowness
7"Card machine froze twice. Embarrassing in front of family."
Festival City · Out of stock
5"Drove 25km — promised stock not actually available."
Lusail Marina · App checkout
4"App crashed at payment step after insurance was approved."
AI Voice-of-customer
What this tells us
fix
Customers abandoning online orders after insurance validation step (38% drop-off at this stage)
pattern
CSAT directly correlates with wait time — every 3 extra minutes loses 0.4 points
opportunity
Repeat-customer share at Pearl 1 (74%) suggests transferable best practices to lower-scoring branches
Refreshed every 15 min from app reviews, in-store tablets and call center logs