Hi, Cheryl and team,
Thank you very much for this feedback, Aileen and myself do agree with you.
As the survey response was read during the pre-planning process, we are
learning that the SOC 1&2 are very sensitive and highly important to
connect with the team members (as always) prior to reaching out to POC. I
want to assure you that there have been no call attempts made here and will
keep it that way unless we hear otherwise.
Again, we appreciate this feedback greatly and always welcome any. Please
don't hesitate to reach out if there is anything else needed from our end.
On Mon, Aug 29, 2022 at 5:26 PM Cheryl Cartwright <ccartwright@thekey.com>
wrote:
> Hi Keri,
>
> If you see his comments he indicates that there just hasn't been enough
> time to evaluate. I am not sure reaching back out at this stage to "turn
> things around" is the right thing here when he in no way stated anything
> was wrong. He simply said, they have only had one day of care and as such
> couldn't provide feedback. Perhaps checking back in at a later date would
> be more appropriate.
>
> Just my thoughts,
>
> Cheryl
>
> On Mon, Aug 29, 2022 at 3:12 PM Keri Thrush <kthrush@thekey.com> wrote:
>
>> Hi, team!
>>
>>
>> Hope everyone is doing well. My apologies in advance for potentially
>> adding non-stakeholders - I do not have access to your Clear Care. Care
>> Manager, please feel free to take ownership by responding and can
>> remove/add others if deemed necessary.
>>
>> As you are aware, our Service Quality department will take the lead on
>> responding to all client detractor Medallia surveys. As part of our
>> pre-planning, requesting for any context or background information about
>> client Patricia Damaren. This is Patricia's SOC2 survey which tells us
>> that they have been a client for a week+. We plan to reach out to speak
>> to Norman Damaren(indicated as primary contact in Clear Care) via phone
>> and attempt to gather more information so that we as a team can determine
>> how to turn their experience around, partnering with your operations.
>>
>> On Mon, Aug 29, 2022 at 7:54 AM Medallia <noreply@app.medallia.com>
>> wrote:
>>
>>> Client Name: Patricia Damaren
>>>
>>>
>>> CC ID: 1000000000040874
>>>
>>> Primary Contact: Norman Damaren
>>>
>>> PC Contact Info: ndamaren@rogers.com / +5197212027
>>>
>>> Survey Delivery: Email
>>>
>>>
>>> Division: Canada
>>>
>>> Business Unit: Toronto
>>>
>>> Tenure: Less Than 4 Weeks
>>>
>>> Actual Customer Segment: Elephant
>>>
>>> Stated Customer Segment: Elephant
>>>
>>>
>>>
>>> Survey: SOC Survey 1
>>>
>>> Main Score: 0
>>>
>>> Comments: I commend your organization for requesting feedback from your
>>> clients. However, I checked off 0, not as an indicator of our assessment,
>>> but because we are in the early stages, for example, just one full day with
>>> our PSW, and need more time, to give a more informed evaluation. Regards,
>>> Norman
>>>
>>>
>>> Please click here to see the full survey response and learn more about
>>> the client: https://hca.medallia.com/hca/respInvForm.do?surveyid=136190
>>>
>>
>
> --
> *Cheryl Cartwright*
> Director of Care
> Home Care Assistance
> Office: 416-488-8777 <4164888777>
> Toronto, ON (EST)
> torontohomecareassistance.ca <https://www.torontohomecareassistance.ca/>
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