# Support pilot review

## Purpose

Compare two support pilots using approved notes; prepare the next measurement plan.

## Scope and evidence

| Source | Observation |
| --- | --- |
| Note A, 2026-10-01 | 40 requests; 30 answered within one day. |
| Note B, 2026-10-08 | 50 requests; 35 answered within one day. |
| Note C, 2026-10-09 | Two reviewers said complicated requests still needed specialist help. No customer-satisfaction survey was conducted. |

## Findings

The within-one-day rates were 75% and 70%: a decrease of five percentage points.
Together, 65 of 90 requests were answered within one day (approximately 72.2%).
These observations do not establish a cause or improved customer satisfaction.

## Responsibilities and next review

Operations will propose a measurement plan. The individual owner and review date
are unresolved. Keep the original notes unchanged; review the brief before sharing.

## Risks and open questions

Were the request types comparable? How should specialist cases be measured?
Collect a defined satisfaction measure before drawing a satisfaction conclusion.