The customer-critical attributes on your evaluation form should align with the key factors significant to your customers, such as resolving issues promptly and delivering accurate information. If you cannot identify a connection between the quality data and customer satisfaction survey (CSAT) data, we suggest you begin by examining those key factors.
To analyze those key factors, first, conduct a key driver survey to identify the factors most important to your customers. If a key driver survey is not possible, correlate the attributes on your existing CSAT survey. However, this approach limits you to the attributes already present in the survey. A broader key driver survey tests the correlation of many attributes, allowing you to identify and include the most important ones in your ongoing survey.
To ensure the effectiveness of your quality program, design it to directly influence desired outcomes and align with the priorities of both customers and the business.
Using a single comprehensive quality score often fails to depict performance accurately. Instead, evaluate quality using three distinct perspectives: customer-critical accuracy, business-critical accuracy and compliance-critical accuracy. This method facilitates enhanced analysis and enables a thorough investigation into the underlying factors contributing to performance issues.
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Tonya Webber, Director at COPC Inc., specializes in process gap analysis, knowledge management, project management, and quality. With over 16 years in the customer experience industry, she has led major performance improvement initiatives, supported product launches, and managed third-party relationships.
Before COPC, Tonya was the Director of Operations at RealPage, leading a team of business and operations analysts. She holds a BA in Criminal Justice from the University of Texas at Arlington and has a rich operational leadership and customer success history.