--000000000000f829ea06464dd0fd Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sending a big Thank YOU to Bridgett and team for hearing the field's concerns about this rating system and making the necessary adjustments! Much appreciated. Laura Meister General Manager Connecticut Division *Please note my email has changed:* laura.meister@TheKey.com (860) 677-4948 TheKey.com [image: TheKey] On Thu, Dec 18, 2025 at 9:38=E2=80=AFPM Bridgett Scherer wrote: > Hello all, > > As you are aware, we recently launched the CSM and CG Pulse Surveys for > all new clients onboarded after September 29th. Engagement and client > feedback have been very positive, and we look forward to expanding this > program to our entire client base this coming January. > > We have received feedback regarding confusion caused by the different > rating scales currently in use. While the Pulse Surveys utilize a 1-5 > scale, our standard surveys use a 0-10 scale. Consequently, some clients > have provided a "5" on surveys with a 0-10 scale under the impression tha= t > it represents a perfect score. This discrepancy negatively impacts office > NPS scores and creates confusion for clients when teams follow up with > perceived detractors. > > To address this, we are updating the Pulse Surveys to align with our > standard 0-10 scale. This update will go live tomorrow, December 19th, an= d > will be reflected in both the dashboards and all newly distributed survey= s. > We believe this consistency will prevent further confusion as we roll out > the program to existing clients early next year. > > If you have any questions regarding the Medallia program, please reach ou= t > to me or Megan Edusada. You may also provide my contact information to an= y > clients who wish to share feedback on our survey programs. > > Please ensure this update is communicated to your field operations teams. > There is no action needed by your teams, and the Medallia Playbook will b= e > updated to reflect these changes. > > Warmly, > > Bridgett Scherer > > Director, Client Experience | TheKey > > Mobile: 425.429.1064 > > --000000000000f829ea06464dd0fd Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Sending a big Thank YOU to Bridgett and team for hearing th= e field's concerns about this rating system and=C2=A0making the necessa= ry adjustments!=C2=A0 Much appreciated.=C2=A0 <font style=3D"li=