--0000000000008cb52c05ec807012 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi All, Thoughts: - Service Quality will initiate anything that warrants attention based on pattern. - To date, we have not received volume about survey errors that may prompt this =E2=80=93 at least at this time - It makes sense if someone expresses confusion based on questions - We are open to this type of feedback - Default to bullet one of attention and action plan if there is reasonable volume to investigate - NPS scoring is a widely used metric tool (not created by TheKey) so we are relying on the expertise of the Medallia team - It is not in our process to remove or adjust ratings due to setting fair and consistent rules Suggestions: - We take the feedback from the office into consideration. Service Quality follows up with client to proceed with process (if detractor) and verify because the rating shows as (0-6), this generally means detractor - SA to question, was there intention to report a higher rating? - Whether yes/no - SA to provide feedback to office with next steps to discuss action plan Are we ok with this plan? On Tue, Nov 1, 2022 at 12:49 PM Timothy Thomas wrote: > Is there any possibility of removing these incorrect reviews? Provided yo= u > can confirm they were done in error of course. > > On Tue, Nov 1, 2022 at 1:23 PM Keri Thrush wrote: > >> Thank you, Cheryl. Appreciate your partnership and how proactive you >> always are. >> >> I'm including Aileen for visibility and to add anything around the >> results. >> >> On Tue, Nov 1, 2022 at 8:31 AM Cheryl Cartwright >> wrote: >> >>> Hi Keri, >>> >>> Regarding the Calgary score, as it turns out the client thought she was >>> reviewing the facility where the client lives. She was not referring to >>> Shawntel or any of the staff at Home Care Assistance. The client has be= en >>> very happy with the services provided by HCA and the Calgary team. >>> >>> Cheryl >>> >>> On Tue, Nov 1, 2022 at 11:09 AM Cheryl Cartwright >> ccartwright@thekey.com> wrote: >>> >>>> I have already reached out to Shawntel about this to see what feedback >>>> she has and to help understand how we can turn this around. Keri, if y= ou >>>> receive any additional information please let me know. >>>> >>>> Thanks, >>>> >>>> Cheryl >>>> >>>> On Tue, Nov 1, 2022 at 9:00 AM Medallia Feedback >>>> wrote: >>>> >>>>> This report is designed to help you identify situations that require >>>>> intervention and referral accounts at risk. Please review the report = for >>>>> any of your Business Unit's responses. >>>>> >>>>> Email ahodges@thekey.com with any feedback, issues, or questions. >>>>> View My Dashboard >>>>> >>>>> >>>>> Business Unit Field Survey Program Referral Account Name Referral >>>>> Account Owner Link to Response Main Score >>>>> >>>>> Calgary >>>>> Client Relationship >>>>> Proactive Seniors >>>>> Rev Ops >>>>> Go to Response >>>>> >>>>> 7 >>>>> Reason for Client NPS Score >>>>> I think