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One of the most popular benefits many in-office businesses choose to offer to their employees is catered meals. However, until you reach the size where an in-house chef makes sense, businesses need to turn to local restaurants or catering services, and coordinating all those meals can be stressful and take a ton of time.
One startup created an online marketplace that connects companies to caterers or restaurants to make this process easier. This business worked with PartnerHero both for staffing within their customer organization (using dedicated and flex teams) and for quality assurance (QA). They have also worked with us in their corporate solutions line of business, and for workforce management.
The company came to us wanting to improve on their 89% customer satisfaction (CSAT) score. CSAT is a contentious metric because oftentimes the subject of a customer’s ire is out of the agent's control, such as a product feature or bug. However, because the company was already excelling across all other business measures, they felt that CSAT improvement could be achieved through better customer experience.
We decided to focus on improving their quality practices.
PartnerHero’s quality team began by observing the business’ existing quality practices, and noticed a few key themes:
There were clear areas for improvement, so we set out to create a new QA program that would ultimately lift their CSAT scores.
We worked with the business’ internal quality team to identify the most impactful changes to current processes and rubrics.
While detailed analysis of DSATs was still important for the team, we needed to broaden scope and start evaluating cases that weren’t necessarily rated poorly (or at all) by the customer. We also increased the sample size so results would be statistically significant on a monthly basis.
Beyond that, we knew there were opportunities on the coaching and feedback side. We helped the business build processes for team leads (outsourced support), the QA team, and their internal team to collaborate.
For example, we ran workshops for agents targeting specific areas of opportunity observed in reviews, launched additional coaching for team leads, and created a new user-friendly dashboard displaying relevant performance data. We also developed new, clear documentation around key areas of improvement that we found through QA, such as when and how to offer compensation to customers.
The results came in quickly! These new processes facilitated business innovations that enabled the company to realize their goals.
Between April and August 2022, CSAT steadily improved from the initial 89% benchmark to an impressive 97% score. We were able to add additional customer support cohorts, and have expanded the QA team to support the company’s growth.
These results are cumulative, too! As the team grows, we’re able to shorten the ramp up period for new associates due to the best practices we’ve learned and documented through the QA process.
