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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...
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.
