--00000000000094544706099515ff Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable October 2023 Medallia Monthly Update Welcome to the monthly Service Quality Update newsletter. Our aims are to celebrate wins, address areas of opportunity, and provide a platform to review trends in client experience. In the spirit of transparency and progress, we hope to provide our leadership team with valuable insights and highlight exemplary service across our organization. ------------------------------ 2023 Medallia score objectives Client Net Promoter Score (NPS) Target - 40 Team Overall Satisfaction Score (OSAT) Target - 50 Month-over-Month (MoM) Team Overall Satisfaction Score (OSAT) =F0=9F=91=8F=F0=9F=A4=A9Bay Area - Steady upclimb from September 48 to 53 i= n October! =F0=9F=91=8F=F0=9F=A4=A9Central States - Coming back in the 4th quarter wit= h a 0 in September to 50 in October! =F0=9F=91=8F=F0=9F=A4=A9Florida - Looking back at September 32 to October 6= 9 shows they will not be moved by one rough month! =F0=9F=91=8F=F0=9F=A4=A9PNW - For the outstanding win coming out of 5 month= s closing October with a score of 48! =F0=9F=91=8F=F0=9F=A4=A9DC/Metro, Greater LA, New England - Holding steady = monthly for the last 2 months! =F0=9F=91=8F=F0=9F=A4=A9Canada, Greater San Diego, Ohio/Indiana, Southern S= tates - Maintaining a consistent score ABOVE 50 average year-to-date (YTD) OSAT=F0=9F=8C=9F=F0= =9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F=F0=9F=8C=9F MoM Client Net Promoter Score (NPS) =F0=9F=91=8F=F0=9F=A4=A9Bay Area - This team is worthy of HUGE CONGRATS =E2= =80=93 closed October with a score of 41! =F0=9F=91=8F=F0=9F=A4=A9Florida - They know this well =E2=80=93 coming back= from September to closing October with a score of 52! =F0=9F=91=8F=F0=9F=A4=A9NC/SVA, New England - Showing the trajectory can ch= ange after 3 months =E2=80=93 closed October with a score of 45 & 52! =F0=9F=91=8F=F0=9F=A4=A9Florida, Greater SD, Nebraska - Steady overall aver= age close to 40 =E2=80=93 they have two months to close the quarter strong over the goal of 40! =F0=9F=91=8F=F0=9F=A4=A9Southern States - The YTD champion leading the pack= of Client Net Promoter Score with an average of 47! ------------------------------ Promoter comments: 9/10 survey ratings! Promoter Highlights: Feedback underscores the exceptional care and services provided by our team, especially in areas like communication, reliability, thoughtful matching and overall attentiveness to care! =F0=9F=8C=9F=F0=9F=8C=9F=F0=9F= =8C=9F=F0=9F=8C=9F=F0=9F=8C=9F =E2=80=9CI was in a situation where I was feeling alone with my fathers rel= ease from the hospital and I reached out to the Team at The Key. They made me feel as if I was not alone, responded with action and had someone there to take care of my dad in no time at all. Very pleased with the responsiveness, professionalism and overall care taken of me and my family. Thank you!=E2=80=9D =E2=80=9C1) clear communication on any schedulin