--00000000000012d57305ea74879f Content-Type: text/plain; charset="UTF-8" Hi Keri, I apologize, yes I do have feedback about this client. Some of his feedback regarding the office team is from his experience with a Case Manager who is no longer with our team. Since Sheila left Cathy has worked closely with Steve and has built a trusting relationship. Cathy often speaks with Steve several times a week. That said, when caregivers call off at the last minute (which happens) Steve finds this extremely frustrating and comments that he should have been made aware of the changes sooner. This is what he is referring to when he rated a low responsiveness score. It is explained that we often don't have notice from a staff member calling off but that we do appreciate how disruptive changes are. We have worked to put a consistent team in place and we hope there will continue to be smoother service moving forward. I hope this helps, Cheryl On Fri, Oct 7, 2022 at 12:30 PM Keri Thrush wrote: > Thanks, Cheryl! > > Just checking in to see if there is any helpful information? > > On Mon, Oct 3, 2022 at 10:38 AM Cheryl Cartwright > wrote: > >> Thank you Keri. I will look into this immediately and get back to you as >> soon as possible. >> >> Cheryl >> >> On Mon, Oct 3, 2022 at 1:20 PM Keri Thrush wrote: >> >>> Hello, Cheryl. >>> >>> Forwarding you the detractor information below in order for you to pull >>> in stakeholders. I will send out my initial email correspondence to Steve >>> Granger. >>> >>> Thank you, >>> >>> On Sat, Oct 1, 2022 at 4:45 PM Medallia >>> wrote: >>> >>>> Client Name: Audrey Granger >>>> >>>> CC ID: 1000000000021052 >>>> >>>> Primary Contact: Steve Granger >>>> >>>> PC Contact Info: granger.steve88@gmail.com / >>>> >>>> Survey Delivery: Email >>>> >>>> >>>> Division: Canada Business Unit: Vancouver Tenure: More Than 52 Weeks >>>> Actual Customer Segment: Elephant Stated Customer Segment: Survey: >>>> Relationship 2 Main Score: 6 Comments: Good caregivers Please click here to >>>> see the full survey response and learn more about the client: >>>> https://hca.medallia.com/hca/respInvForm.do?surveyid=141908 >>>> >>> >> >> -- >> *Cheryl Cartwright* >> *Regional, Client Success, Canada * >> Home Care Assistance >> Office: 416-488-8777 >> Toronto, ON (EST) >> torontohomecareassistance.ca >> --- >> Read Our Testimonials >> Join Our Newsletter >> >> We Are Hiring! >> >> Champions of Longevity >> ccartwright@homecareassistance.com >> > -- *Cheryl Cartwright* *Regional, Client Success, Canada * Home Care Assistance Office: 416-488-8777 Toronto, ON (EST) torontohomecareassistance.ca --- Read Our Testimonials Join Our Newsletter We Are Hiring! Champions of Longevity ccartwright@homecareassistance.com --00000000000012d57305ea74879f Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Keri, I apologize, yes I do have fee= dback about this client. Some of his feedback regarding the office team is = from his experience with