What is a Customer Response Review?
Sometimes called “Internal Reviews” or “Support Quality Assurance,” Customer Response Reviews (CRRs) are an internal tool for support leaders to use in one-on-one and group coaching situations.
CRRs are a foundational tool in building a Sustainable Support system. For a detailed explanation of CRRs, check out chapter 6 of the book.
The key thing you need to know to understand CRRs is the scoring system.
First, scores are broken down by individual metrics. We go in depth (also in the book) on how to evaluate each metric, but they are Expertise, Ownership, Articulation, and Proactiveness.
It’s critical to keep the scores for each metric separate.
Next, scores are simple:
- 1: Keep scoring 1s, and we are in for uncomfortable conversations. Not good enough.
- 2: Keep scoring 2s, and all is well. You’re meeting expectations.
- 3: Keep scoring 3s, and I am going to have to promote you. Over and above excellence.
CRRs can be done asynchronously or on team calls or during 1:1 meetings. The best strategy is to prepare them in advance for calls.
Every agent, no matter how long they’ve been with the team, gets at least 2 CRRs every week.
Finally, I built a prototype of a tool that enforces writing a good CRR.
