Apply the score consistently
Met: full weight. Partially met: half weight for a minor gap. Not met: zero when the core requirement is missed. N/A: exclude only when genuinely inapplicable, with a reason.
Score = earned points ÷ applicable points × 100. Pass requires an unrounded score of at least 95% and no critical failure. These critical-failure rules are proposed and should be calibrated against your approved policies.
Record evidence for every markdown and a reason for every N/A. Avoid double deductions for one issue unless it breaches distinct requirements. Assess only actions reasonably within the audited staff member’s control.
Complete rekados
Review the history and available records, answer every customer question, explain applicable requirements and next steps, and ask essential missing questions together. Necessary clarification, confirmation, a new request, or a reply after logout does not automatically cause a markdown.
Notes and handover
Require notes for record changes, internal approvals, pending handovers, exceptions and promises when the thread does not contain enough information. Capture action taken, what remains, who acts next and any deadline. Do not require duplicate notes for a simple enquiry fully documented in the thread.
Reassigned tickets
Audit Staff A and Staff B separately under the same ticket ID. Do not transfer A’s errors to B or penalise A for a customer reply after logout. B should review the history and address earlier issues that they reasonably should identify.
Staff acknowledgement
Only the assigned staff member can acknowledge a published audit. Acknowledgement and review requests record identity and time. Changes to rated content reset acknowledgement. Drafts stay hidden from staff.
Reading reports
Average quality is the mean of individual audit percentages. Pass rate is passing audits ÷ completed audits. Staff reports count audits, not whole tickets. Sample size is shown. Critical failures keep their calculated scores but have a Fail result. Use the same sampling approach before comparing staff.