--000000000000dec290064644f714 Content-Type: text/plain; charset="UTF-8" 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 that 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, and will be reflected in both the dashboards and all newly distributed surveys. 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 out to me or Megan Edusada. You may also provide my contact information to any 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 be updated to reflect these changes. Warmly, Bridgett Scherer Director, Client Experience | TheKey Mobile: 425.429.1064 --000000000000dec290064644f714 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hello all,=C2=A0 As you are aware, = we recently launched the CSM and CG Pulse Surveys for all new clients onboa= rded after September 29th. Engagement and client feedback have been very po= sitive, and we look forward to expanding this program to our entire client = base this coming January. We have received feedback regarding confusi= on 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. Consequ= ently, some clients have provided a "5" on surveys with a 0-10 sc= ale under the impression that it represents a perfect score. This discrepan= cy negatively impacts office NPS scores and creates confusion for clients w= hen teams follow up with perceived detractors. To address this, we ar= e updating the Pulse Surveys to align with our standard 0-10 scale. This up= date will go live tomorrow, December 19th, and will be reflected in both th= e dashboards and all newly distributed surveys. We believe this consistency= will prevent further confusion as we roll out the program to existing clie= nts early next year. If you have any questions regarding the Medallia= program, please reach out to me or Megan Edusada. You may also provide my = contact i