Support Reply Quality Audit With a Scoring Rubric
Audit support reply quality with a scoring rubric: score a sample of replies and find coaching points for the team.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit a sample of customer support replies. Ten replies with the customer's message and the agent's answer: [REPLY_SAMPLE]. Our standards (tone, policy, time to respond): [STANDARDS]. The product and policies: [PRODUCT_AND_POLICIES]. Score each reply from 1 to 5 on accuracy against the policies I provide, completeness (all questions answered), clarity, empathy (acknowledges the situation in a sentence), ownership (clear next step), and compliance (no promises beyond policy). Present a table of scores with one quote from the reply for each low score. Calculate averages by criterion with the arithmetic and the share of replies with a score of 4 or more. Identify patterns, three coaching points with before-and-after examples, and phrases to retire or keep. Provide a calibration plan so reviewers agree. Do not assess agents personally; focus on replies. Mark policy claims you cannot verify as [VERIFY]. Add a calibration step: two reviewers independently score five replies, compare scores, compute agreement (replies where the scores differ by no more than 1 point, for example 4 of 5 is 80 percent), and discuss differences before scoring the rest. Include a coaching conversation outline.
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Reply 4: customer asked for a refund and a delivery date. Agent gave the refund steps only. Completeness 2 (delivery date unanswered), accuracy 5, clarity 4, empathy 2, ownership 3, compliance 5. Averages across 10 replies: accuracy 4.3, completeness 3.6, clarity 4.1, empathy 2.9, ownership 3.4, compliance 4.8. Share of replies with all criteria 4 or more: 3 of 10 (30 percent). Coaching point: add one acknowledging sentence. Before: 'Refunds take 5 days.' After: 'I'm sorry the order arrived damaged. I've started the refund; it takes up to 5 working days.'
Illustrative only, made-up data. Your results will differ and must be reviewed.