How We Measure Quality
QTS utilizes the following three key metrics to proactively monitor our service levels:
Client Quality Survey
We survey every client annually through a quarterly survey. Clients rate every aspect of our service on a scale of 1 to 5 with 5 being highest.
Annual Client Retention
This is an annualized percentage of the number of clients we retain every year. Given the regional diversity and range of size of our clients this statistic is impacted by every aspect of the economy.
Call Statistics
All incoming and outgoing calls are monitored by our Call Management software. This provides our management team with real time statistics to manage service levels.
What really sets QTS apart is the fact that we have incorporated the results of these metrics into every associate’s performance appraisal – up to 40% of the appraisal! In addition, we have implemented a quarterly bonus program in which these metrics are the three primary components. Clearly our associates understand that service is a top priority and impacts them directly.
QTS is committed to service and will deliver, guaranteed, period.
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