✦ PROJECT PRESENTATION / GITHA / 2025—26

Read the signal
before it becomes churn.

One sharp view across 500 service cases, customer friction, and the moments that turn support into loyalty.

Explore the signal ↗Open case stream →

✦

GITHA // SIGNAL NODE

THE SERVICE
PILOT IS ONLINE

LOYALTY PULSE+12.8%repeat usage / vs. prior quarter

SERVICE CASES+8.4%

500

sample size

SATISFACTION+4.1%

78.6%

customer pulsetarget 80%

AVG WAIT−11.2%

13.8m

first response↓ is better

CHURN RISK−2.7%

9.4%

flagged accountswatch list

AVG RESOLUTION6.4h

AVG RATING4.2/ 5

COMPLAINT RATE12.6%

FCR RATE71.8%

SLA MET84.3%

REPEAT USAGE63.7%

REVENUE₹2.4M

PROFIT₹0.7M

01 / SIGNAL TRACE

Service pulse

SatisfactionCases

1007550250

JAN 25APRJULOCTJAN 26APRJULOCT

↗Strongest pulse in chat-assisted journeys, while email cases show the widest resolution gap.

02 / READOUT

What the signal says

AUTO INSIGHTS • 06

First contact is the loyalty lever

Cases resolved on the first touch show +18.4 pts higher repeat usage.

↗

Tier 3 is your friction zone

Waiting time spikes to 19.6 min in complex-city queues.

↗

Chat is quietly winning

Chat leads at 84.2% satisfaction with the shortest path to resolution.

↗

03 / CHANNEL MAP

Where customers find you

SATISFACTION INDEX

04 / FIELD NOTES

Metrics decoded

DATA DICTIONARY

FCR

First Contact Resolution — the case closes without a follow-up.

SLA

Service-level promise met within the committed response window.

NPS

Repeat usage proxy for loyalty and retention in this model.

Read all field notes →

05 / CASE STREAM

Live service cases

Search the signal, then open the story behind the metric.

CASE ID ↕	CUSTOMER / CITY	ISSUE TYPE	CHANNEL	WAIT	RATING	OUTCOME

OTAKUDASH

Read the signalbefore it becomes churn.