I am also very curious as the case load hours amount as well as the client segmentation and how this measures up to the survey results!I will see if this is something that we can get pulled. Best, Audra Williams Director, Divisional OperationsPlease note my email has changed:audraw@TheKey.com(425) 757-7027TheKey.comOn Jul 10, 2023, at 1:54 PM, Timothy Thomas <tt@thekey.com> wrote:I believe this has less to do with preparing your clients for the possibility of being surveyed and more to do with how we manage our clients. I recommend you speak with Cheryl Cartwright who is an advocate for client retention and quality care. From our assessments and careplans to weekly client check ins, it's all about building a relationship with the client / client contact and ideally upselling care. We will inevitably have a service failure but if that relationship is solid you can overcome it. Personally I don't think you can foster relationships with massive caseloads. I see our most successful CSMs at 12,000 hours a month. Are you able to look at the data and see IC Client Success NPS scores relative to how many hours they manage? Would be interesting to see if the heavy caseloads of 13000 + hours a month result in lower NPS...On Sun, Jul 9, 2023 at 11:34 PM Audra Williams <audraw@thekey.com> wrote:Hi Team!I know that we have some regions that are so close to that 50% metric and some that are not close at all. I want to offer support, but I am not sure what the process is for your regions. Can you help me understand how we are using this spreadsheet to get ahead of these client surveys? During the CG intro visit do we let the client know that they will be receiving a survey? Do the Care Solutions say it after they have signed the docs and made the close? Are we following the SLA and all of the touch points and feel that is why our scores are good? Are we not using this at all? If that's the case, that's ok! We understand that this could be the case if you score is great and you are using a different method.I really want to get our region to the 50% mark, so I am all ears for how I can support.Best,On Mon, Jul 3, 2023 at 10:19 AM Aileen Ruffin <aruffin@thekey.com> wrote:Hi Regional Directors,Please find below clients eligible for Medallia SOC 1/2 and Relationship 1/2 surveys. Surveys 60 days from 7/3/2023Please click on File and choose Make a Copy as this will need to create your own working document for your team.Thank you!Best,Aileen--
Aileen Ruffin
Head of Service Quality
Please note my email has changed:
aruffin@thekey.com
Direct: (408) 669-5645
TheKey.com