--0000000000005b5faf0609a6408c Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Tim are you going to address this new model in pipeline? Also would you like Brian and I to still work together as there isn=E2=80= =99t a =E2=80=9Clocal leader=E2=80=9D there. Cheryl On Wed, Nov 8, 2023 at 11:17 AM Timothy Thomas wrote: > Canada mentioned a few times. Well done! > > As we move back to a local leadership approach, please work with your > csm's to ensure they're preparing clients for the NPS emails. I will > circulate the spreadsheet that identifies when the NPS review emails will > be distributed. > > Side note, apart from Montreal where the CSM bandwidth is at a minimum > right now....Are your Success Managers calling clients to discuss > scheduling changes or are they having their schedulers make the calls. Th= e > data shows that the clients prefer to speak with their Success Managers. = Is > this something we can institute with our current headcount? > > ---------- Forwarded message --------- > From: Aileen Ruffin > Date: Tue, Nov 7, 2023 at 2:36=E2=80=AFPM > Subject: Medallia October Newsletter > To: Regional Directors , Executive Team exec@thekey.com> > Cc: Shadi Gholizadeh , Chen Xie > > > October 2023 > > Medallia Monthly Update > > > Welcome to the monthly Service Quality Update newsletter. Our aims are to > celebrate wins, address areas of opportunity, and provide a platform to > review trends in client experience. In the spirit of transparency and > progress, we hope to provide our leadership team with valuable insights a= nd > highlight exemplary service across our organization. > > ------------------------------ > > > 2023 Medallia score objectives > > Client Net Promoter Score (NPS) Target - 40 > > Team Overall Satisfaction Score (OSAT) Target - 50 > > > Month-over-Month (MoM) Team Overall Satisfaction Score (OSAT) > > =F0=9F=91=8F=F0=9F=A4=A9Bay Area - Steady upclimb from September 48 to 53= in October! > > =F0=9F=91=8F=F0=9F=A4=A9Central States - Coming back in the 4th quarter w= ith a 0 in September > to 50 in October! > > =F0=9F=91=8F=F0=9F=A4=A9Florida - Looking back at September 32 to October= 69 shows they will > not be moved by one rough month! > > =F0=9F=91=8F=F0=9F=A4=A9PNW - For the outstanding win coming out of 5 mon= ths closing October > with a score of 48! > > =F0=9F=91=8F=F0=9F=A4=A9DC/Metro, Greater LA, New England - Holding stead= y monthly for the > last 2 months! > > =F0=9F=91=8F=F0=9F=A4=A9Canada, Greater San Diego, Ohio/Indiana, Southern= States - > Maintaining a consistent score ABOVE 50 average year-to-date (YTD) > OSAT=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F > > > MoM Client Net Promoter Score (NPS) > > > =F0=9F=91=8F=F0=9F=A4=A9Bay Area - This team is worthy of HUGE CONGRATS = =E2=80=93 closed October with > a score of 41! > > > =F0=9F=91=8F=F0=9F=A4=A9Florida - They know this well =E2=80=93 coming ba= ck from September to closing > October with a score of