Create a customer service quality rubric

A rubric is a list of criteria that you can measure a customer service answer against.

A rubric might include these areas:

• Voice, tone, and brand: Does the answer feel like it comes from our company?
• Knowledge and accuracy. Were the correct answer given and all the queries addressed?
• Empathy and helpfulness: Were the customer's feelings acknowledged?
• Writing style: Was the answer clear and helpful?
• Procedures and best practices: Were the correct tags added?

A light rubric is more likely to be used. Share it with your team to help identify missing or confusing elements.