Actual Quality vs. SLA

Answers

• Jeremy Ellis Posted at 2:28PM on Apr 5, 2012

  Hi Telron - Is yours an internal quality program (i.e. an auditor reviews the emails for technical issues like spelling, etc) or is it external (the customer responds to a survey with various questions about the experience)? I'm gathering that yours is an internal quality program. Why not ask your customers? If you sample customers who received a 100% QA communication ask them a simple question like "would you recommend XYZ company to a friend or family member?" Do the same with a random sampling of customers who received a communication that scored less than 100%. If you don't see that the 100% QA customers are more likely to recommend your company (or use your products again) than the under-100% QA customers, why spend your efforts trying to achieve 100% when there's no return on the investment? If the sample size is large enough, you could use the data to determine the minimum QA score possible before retention rates are adversely affected - you could set that as your minimum QA target. Jeremy Ellis Director, Customer Care VPI Pet Insurance (a Nationwide Insurance company)