Quality Origin Vs Score
From All n One's bxp software Wixi
When performing Quality Assurance, it is often in isolation from other feedback and review mechanisms possibly in operation in the organisation. Net Promoter Score and Customer Effectiveness Scores are two formal mechanisms to record what a customer through of your service. Being able to compare what your Customer Scored you against what you graded yourself in terms of quality can serve as an effective calibration exercise for reviewing not only your NPS / CES questions but also what you use to grade quality. Marketing surveys can also generate a percentage score or other scoring. To be generic in our naming we call this an Origin. As in the origin of the contact was scored as...
- For more information on Net Promoter Score Net_Promoter_Score
- For more information on Customer Effort Scores Customer_Effort_Score
To clarify with a demo scenario:
Imagine a customer care department. You perform QA on a call and QA score it. You also capture the customers feedback score (the Origin result). In terms of NPS, this is a score between 0 and 9.
If an agent scores very highly on their quality, then it should correlate that the Origin result is equally high. Vice versa is also true, if the customer scores the contact low, the QA score should also be low.
In a real world scenario this is not always the case. You can provide an excellent, by the book, responses and the customer can still be very annoyed and unhappy with the outcome. This however tells a story in itself. What wasn't communicated clearly early on to the customer? How can you improve the customer experience to prevent this again?
bxp software (bxp), provides an analysis reporting tool to allow fast interrogation to be able to extract clearer explanations as to what went on and why.
With the Origin data loaded (through typing or SMART upload) and the assessments performed.
Main Menu > Data Profiling > Instant - Scores > Scores - QA - Origin Vs. Score > Choose your form > you get an output similar to the following
N.B. This report only includes scores that are locked and assessment that a QA score set.
By clicking the button to the left of the Origins scores, you can see the QA scores that were given.
You can also quickly analyse by Score and see what Origin score were given for those particular score.
On the following screen, the buttons provide a click through to analyse the actual assessment. With score locking in place this option ensures items can be reviewed but not accidentally edited.
