Explanation of Numerical Ratings for Agency Tester Calls

Rating Explanation

1. The service given is unacceptable
   • Courtesy: Operators use speakerphone, chew gum or food, carry other conversations, or display brazen rudeness.
   • Knowledge: Operators demonstrate a complete lack of knowledge.
   • Etiquette: Operator does not: answer calls in three rings, check with you after being on hold, transfer you more than once or without reference information, identify themselves, thank you for calling.
   • Overall Impression: Voice mail is reached or operators provide inferior service in all three criteria of courtesy, knowledge, and etiquette.
2. The service given is below average
   • Courtesy: Operators show minor irritation.
   • Knowledge: Operators have difficulty in finding basic information.
   • Etiquette: Operator does not: answer calls in three rings, check with you after being on hold, transfer you more than once or without reference information, identify themselves, thank you for calling.
   • Overall Impression: Inferior service in courtesy, knowledge and etiquette.
3. The service given is average and unremarkable
   • Courtesy: Operators are neither rude nor cheerful.
   • Knowledge: Basic knowledge is accurately provided.
   • Etiquette: Without enthusiasm or cheerfulness, the operator makes none of the mistakes outlined in the etiquette category in score 2.
   • Overall Impression: Operators answer questions, but the service is average.
4. The service given is above average
   • Courtesy: Operators are cheerful and friendly.
   • Knowledge: Operators provide useful information.
   • Etiquette: While maintaining a cheerful and friendly demeanor, the operator makes none of the mistakes outlined in the etiquette category in score 2.
   • Overall Impression: Superior service in courtesy, knowledge, and etiquette.
5. The service given is excellent
   • Courtesy: Operators show genuine concern and see calls through to resolution.
   • Knowledge: Operators know their respective agencies and resources very well.
   • Etiquette: Maintains a cheerful and friendly demeanor, puts you at ease and takes care of your needs. The operator makes none of the mistakes outlined in the etiquette category in score 2.
   • Overall Impression: Superior service in courtesy, knowledge and etiquette, and genuinely makes you feel good about your interaction.

• Call the Agency and Score It.