--0000000000008d372805ecad6cb3 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Canada email/SMS invitations and surveys are still branded HCA. On Thu, Nov 3, 2022 at 6:33 AM Timothy Thomas wrote: > Thanks Aileen, That plan makes sense to me. > > Is the confusion perhaps because we're still HCA and the medallia surveys > are branded TheKey? > > On Wed, Nov 2, 2022 at 10:34 PM Cheryl Cartwright > wrote: > >> Hi all, >> >> This is the second time in less than a month a client has reviewed us >> thinking we were another company/facility completely. When we receive so >> few reviews it only takes a really bad one to drag our average say down. >> >> It would be helpful to make sure the survey is very clear about who the >> client is reviewing, right now I'm not sure it is. >> >> Cheryl >> >> On Wed., Nov. 2, 2022, 2:47 p.m. Aileen Ruffin, >> wrote: >> >>> 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 detra= ctor >>> - >>> >>> 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 >>>> you 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 >>>> ccartwright@thekey.com> 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 refer= ring to >>>>>> Shawntel or any of the staff at Home Care Assistance. The client has= been >>>>>> very happy