Customer Survey: The measurement of one question from our survey.

Calculation = Avg of survey question “How would you rate the technician who took your call? (1 = not helpful to 5 – Extremely helpful)

Values:1.05: >= 4.751.00: 4 to < 4.750.95: 3 to < 40.75: 2 to < 3

0.00: < 2

Utilization: the goal is to have 85% of your time spent on Task work. Every task form has the time worked field capturing time entered. 85% allows time for meetings etc.

Calculation = ((Time worked/(Ideal time – approved PTO))/.85)*100 (where Ideal time = 160)

Values: Actual value as determined by calculation with:Minimum value = 0.75

Maximum value = 1.05

Bonus: Ticket Volume

If you handle the most tickets for your group(s), you get + 0.1.

Penalty: Ticket Audit Errors

We do random ticket inspections to verify the process was followed according to our guidelines. Penalty is -0.1.

After you compile all this data, the results can be broken down into the following scoring categories:

1 or > 1 = these are your employees that are doing a great job for you. They are following your process, putting tickets on-hold to pause the SLA when needed, communicating with your customers and delivering quality service. We award our top 3 scores with internal monies so they can purchase things from our internal store.

0.90 – 0.99 = another good group of employees but maybe they breached more SLAs that allowed, or forgot to put the ticket on-hold, maybe forgot to log the correct time, or got 1 bad survey. You can look at their data, figure out where they went wrong and guide them to get to the target score.

0.75 – 0.89 = this is the group to focus on. With your help, you should see their numbers climb but if they drop, let’s face it, you probably don’t want them talking to your customers.

< 0.75 = This is your decision group. Initially we didn’t have any users right at the break point of 0.75. We had employees in the 0.50s, and lower. First figure out what they are doing incorrectly, then give them guidance, and advise them on your policy for handling tickets. If their score doesn’t move in the right direction, the decision is to continue helping them or quite possible this position isn’t right for them and replace them with people who really want to work.

If you don’t have PA, get it, but if you can’t you can do all the calculations in excel and get the same results. After building the PA indicators we compared to excel for quality check and the numbers aligned.

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