=== Report 1: Delivery performance: Studio Vrij vs platform, 2025 (written by Felix) === Engineer's note: Note for the analyst: Oct-Dec 2025 (and to a lesser extent Sep) cohorts are right-censored — orders placed late in the year may not yet have a recorded delivered_at, since the warehouse only holds data through 2025-12-31, so those months' avg-days and %-over-7-days will understate true delivery times until later shipments complete. REPORT: Delivery performance: Studio Vrij vs platform, 2025 QUESTION: Did Studio Vrij's actual shipping/delivery performance deteriorate in May-June 2025, explaining the spike in their delivery-related support tickets, or was it a support-side issue only? month | sv_shipments_delivered | sv_avg_days_placed_to_delivered | sv_pct_over_7_days | platform_shipments_delivered | platform_avg_days_placed_to_delivered | platform_pct_over_7_days --------+------------------------+---------------------------------+--------------------+------------------------------+---------------------------------------+------------------------- 2025-01 | 40 | 3.2 | 0.0 | 1728 | 3.6 | 3.1 2025-02 | 20 | 3.2 | 0.0 | 1350 | 3.7 | 3.4 2025-03 | 42 | 4.7 | 16.7 | 1544 | 3.8 | 4.1 2025-04 | 31 | 3.7 | 3.2 | 1489 | 3.7 | 2.8 2025-05 | 107 | 9.3 | 70.1 | 1526 | 4.0 | 4.8 2025-06 | 29 | 4.9 | 20.7 | 1432 | 3.8 | 4.7 2025-07 | 41 | 4.0 | 4.9 | 1555 | 3.9 | 4.4 2025-08 | 31 | 3.9 | 3.2 | 1471 | 3.8 | 4.1 2025-09 | 31 | 4.0 | 0.0 | 1628 | 4.1 | 5.5 2025-10 | 56 | 4.8 | 10.7 | 1772 | 4.1 | 7.1 2025-11 | 75 | 3.7 | 1.3 | 2475 | 4.7 | 12.1 2025-12 | 85 | 4.0 | 3.5 | 2630 | 4.3 | 9.9 (12 rows) === Report 2: Returns and refunds experience by merchant, 2025 (written by Felix) === Engineer's note: Orders-placed and returns-requested are counted independently by their own 2025 date windows (per the stated caveat, a return's order may fall outside 2025), so return rate is a rough proxy. Tenants with no refunded returns in 2025 show null avg/median days; the printed row count vs. total qualifying tenants (returns_requested>=20) should be noted from the query's actual row count at print time. REPORT: Returns and refunds experience by merchant, 2025 QUESTION: Does the returns/refund experience vary a lot across merchants, and does any merchant stand out as a problem spot the way Studio Vrij did on support tickets? merchant_name | orders_placed | returns_requested | return_rate_pct | avg_days | median_days | returns_rejected_pct ------------------------------+---------------+-------------------+-----------------+----------+-------------+--------------------- Cragsley Outfitters | 3635 | 1370 | 37.7 | 7.7 | 7.7 | 3.4 Marrowby & Vane | 1758 | 616 | 35.0 | 7.9 | 8.0 | 3.7 Studio Vrij | 631 | 264 | 41.8 | 7.9 | 7.8 | 2.3 Cinder Peak Sports Co. | 338 | 78 | 23.1 | 8.3 | 8.2 | 3.8 Rue Lafayette Studio | 187 | 69 | 36.9 | 7.4 | 6.9 | 8.7 Velvet Ash | 134 | 59 | 44.0 | 7.9 | 7.7 | 1.7 Gratlinie Outdoor | 232 | 58 | 25.0 | 7.7 | 7.8 | 8.6 Ampfeld Elektronik | 449 | 56 | 12.5 | 7.7 | 7.1 | 10.7 Petalcourt Beauty | 706 | 55 | 7.8 | 6.1 | 6.2 | 0.0 Fennel & Flint | 389 | 52 | 13.4 | 8.1 | 8.1 | 13.5 Oakhurst Tailoring | 165 | 48 | 29.1 | 7.6 | 7.7 | 10.4 Wiesgrund Wohnen | 296 | 44 | 14.9 | 7.5 | 7.3 | 6.8 Linden & Loom | 263 | 43 | 16.3 | 7.4 | 7.1 | 4.7 Brennquell Kaffee | 4195 | 40 | 1.0 | 8.1 | 8.6 | 2.5 Ostwind Mode | 122 | 37 | 30.3 | 8.1 | 8.4 | 0.0 Ballycorran Industrial Supply | 344 | 31 | 9.0 | 7.8 | 7.8 | 3.2 Ridgeback Gear | 108 | 26 | 24.1 | 8.0 | 8.1 | 0.0 Thistlecombe | 92 | 26 | 28.3 | 7.3 | 6.8 | 0.0 Fjordline Wear | 57 | 24 | 42.1 | 8.2 | 7.4 | 4.2 Coastline Interiors | 155 | 23 | 14.8 | 8.0 | 8.1 | 8.7 Atelier Nouveau | 64 | 21 | 32.8 | 8.2 | 8.2 | 4.8 Lumen Collective | 52 | 21 | 40.4 | 8.6 | 9.2 | 4.8 Noordzee Surfwear | 65 | 20 | 30.8 | 7.8 | 7.6 | 5.0 Strandgut | 47 | 20 | 42.6 | 7.6 | 7.0 | 10.0 (24 rows) === Report 3: Shopper satisfaction (CSAT) trend, monthly (written by Ines) === Engineer's note: Platform-wide monthly CSAT trend from csat_responses.submitted_at, Jan 2023 - Dec 2025 (36 rows expected, one per month, well under the 50-row page limit). REPORT: Shopper satisfaction (CSAT) trend, monthly QUESTION: How satisfied are shoppers with support interactions overall, and is satisfaction trending up or down? month | csat_responses | avg_score | median_score | pct_satisfied | pct_dissatisfied --------+----------------+-----------+--------------+---------------+----------------- 2023-01 | 22 | 3.55 | 4.0 | 59.1 | 18.2 2023-02 | 27 | 3.15 | 3.0 | 37.0 | 25.9 2023-03 | 18 | 3.17 | 3.5 | 50.0 | 27.8 2023-04 | 20 | 3.85 | 4.0 | 70.0 | 5.0 2023-05 | 33 | 3.97 | 4.0 | 63.6 | 6.1 2023-06 | 36 | 3.25 | 3.0 | 38.9 | 19.4 2023-07 | 25 | 3.24 | 3.0 | 40.0 | 24.0 2023-08 | 36 | 3.58 | 4.0 | 55.6 | 16.7 2023-09 | 23 | 3.78 | 4.0 | 56.5 | 17.4 2023-10 | 40 | 3.53 | 4.0 | 52.5 | 15.0 2023-11 | 54 | 3.57 | 4.0 | 55.6 | 14.8 2023-12 | 69 | 3.25 | 3.0 | 47.8 | 30.4 2024-01 | 36 | 3.31 | 4.0 | 55.6 | 36.1 2024-02 | 33 | 3.88 | 4.0 | 75.8 | 12.1 2024-03 | 27 | 3.00 | 3.0 | 44.4 | 29.6 2024-04 | 39 | 3.33 | 3.0 | 41.0 | 23.1 2024-05 | 39 | 3.44 | 3.0 | 48.7 | 25.6 2024-06 | 39 | 3.59 | 4.0 | 56.4 | 20.5 2024-07 | 34 | 3.59 | 4.0 | 52.9 | 23.5 2024-08 | 36 | 3.75 | 4.0 | 58.3 | 8.3 2024-09 | 37 | 3.57 | 4.0 | 54.1 | 18.9 2024-10 | 37 | 3.51 | 4.0 | 54.1 | 18.9 2024-11 | 50 | 3.22 | 3.0 | 38.0 | 28.0 2024-12 | 124 | 3.14 | 3.0 | 42.7 | 31.5 2025-01 | 43 | 2.72 | 2.0 | 34.9 | 51.2 2025-02 | 37 | 3.32 | 4.0 | 51.4 | 24.3 2025-03 | 28 | 3.61 | 4.0 | 53.6 | 21.4 2025-04 | 51 | 3.90 | 4.0 | 68.6 | 13.7 2025-05 | 51 | 3.39 | 4.0 | 52.9 | 27.5 2025-06 | 52 | 3.06 | 3.0 | 38.5 | 30.8 2025-07 | 46 | 3.35 | 3.5 | 50.0 | 21.7 2025-08 | 40 | 3.65 | 4.0 | 52.5 | 17.5 2025-09 | 54 | 3.43 | 4.0 | 51.9 | 22.2 2025-10 | 64 | 3.52 | 4.0 | 54.7 | 20.3 2025-11 | 72 | 3.29 | 3.0 | 44.4 | 27.8 2025-12 | 162 | 2.88 | 3.0 | 33.3 | 38.9 (36 rows)