--0000000000006ca67305ec87ccf7 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 detract= or > - > > 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 >>> wrote: >>> >>>> Hi Keri, >>>> >>>> Regarding the Calgary score, as it turns out the client thought she wa= s >>>> reviewing the facility where the client lives. She was not referring t= o >>>> Shawntel or any of the staff at Home Care Assistance. The client has b= een >>>> 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 feedbac= k >>>>> she has and to help understand how we can turn this around. Keri, if = you >>>>> 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 t