Scoring our "Support" Category
We use "Support" as a scoring field and are still thinking through how to score our account. Things we think about are: "is it good or bad if someone has no cases", "are a lot of cases always a bad thing", "without perceiving customer tone, how do you automate this scoring"....Has anyone else looked into this before? If so any good recommendations for this?
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I.E. Very Poor = 1= 25%, Poor = 2 = 50%, etc.
The written feedback sounds like quality feedback to add to notes or override the automated scoring (assuming that's what you use).
A few thoughts on this as well. A high number of cases/tickets isn't necessarily a bad thing however you might want to pay attention to the ticket age. If a problem ticket is open for for longer than the expected time frame a warning signal might need to be sent off. Also, if there is a sharp increase or decrease in the number of tickets this might be something to pay attention to as well.
Good call on that; we have discussed this as well. I checked, and as Chris was saying they use a survey system, I realize we do as well. I'm thinking a combination of case age and survey (numeric) feedback could combine to create automatic scoring, and then based on and written feedback you could adjust it manually if needed.
Thanks for the help!
We are also looking have an average Case CSAT score per account and tie that into the support measure.