Customer Ratings System

Overview

The Customer Ratings System is a two-part feedback system designed to boost customer satisfaction and assist customers in improving the quality of their dictations. The Customer Ratings System has two components:
The Customer Ratings System provides an avenue for communication between transcriptionists, customers, and support personnel at Copytalk to ameliorate the transcription process for all parties.

CUSTOMER'S RATING OF THE TRANSCRIPTION

Once the customer receives an e-mail transcription, they have the option to review the audio and rate the transcription. Copytalk uses a 5-star rating system, where a 5-star rating is excellent and a 1-star rating is very poor.

A 1-star or 2-star rating is considered to be a customer complaint, and the system automatically forwards an issue to us for review. We will review the job and determine whether the complaint was valid or invalid, based on the quality of the audio, the quality of the speaker, and the quality of the Scribe's performance.

If the complaint is determined to be invalid, we will mark the complaint as invalid and contact Copytalk's Customer Support staff to relay feedback to the customer regarding what, if anything, the customer could've done to improve the quality of the dictation, while also seeking further clarification as to the nature of the complaint. In most instances of a 1-star or 2-star rating, the customer's complaints are invalid, and the ratings system is used as a vehicle to relay realistic expectations to the customers regarding dictation quality and transcription quality, and to better instruct the customers on how to leave clear, audible, and effective dictations. Many customers who rate jobs poorly are pleased to be contacted by Support and learn that their quality concerns were reviewed and acted upon.

If the complaint is determined to be valid, we will mark the complaint as valid, contact the employee in question, and review the job in person, pointing out where the employee was at fault, and providing tips on how these errors could've been prevented. We will then contact Copytalk's Customer Support staff to relay feedback to the customer regarding what, if anything, the customer could've done better to improve the quality of the dictation, and to inform the customer that the poor performance rating was received and acted upon. Valid customer complaints are considered to be serious offenses. Upon receipt of a valid customer complaint, the employee in question will be placed on increased QA review, and as such may lose eligibility for pay incentives for the pay period. Should the job in question be a QA job, the QA would be the party at fault, and as such the QA may lose eligibility for pay incentives for the pay period. An employee that receives multiple customer complaints may be subject to suspension or termination, depending on the severity and frequency of the complaints.



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SCRIBE'S RATING OF THE DICTATION

In Formalizer, after the job is finished and has gone through spellchecker, a screen pops up to "Score the dictation".

At this screen, the Scribe can choose to rate the Phone Line Quality and the Dictation Quality on a scale from Very Bad to Very good. The Phone Line Quality is the quality of the overall audio (static, hiss, pops, volume, background noise, clarity, loss of signal, etc.), whereas the Dictation Quality is the quality of the speaker (slurred words, speaking too fast/too slow, mumbling, not speaking directly into the phone, etc.).

Scribes may use the Score the Dictation pop-up menu on jobs, however, this is not mandatory. You have the option to rate the "Phone Line Quality" and/or "Dictation Quality" on jobs you complete. It is fine to leave both the Phone Line Quality and Dictation Quality fields blank if the job was unremarkable. However, if a job is deemed to have very bad quality, that should be reflected in the appropriate dropdown lists for "Phone Line Quality" and "Dictation Quality" as this will be helpful feedback to the client in hopes that they will improve their quality for future jobs.

If you'd like to use the fields, use your keyboard (typing part of the word of the score or the up and down arrows) and use the Tab button to jump to the next ratings field. When done, simply press the enter key to send the job out.

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