The GQ Scorecard
The Scorecard gives you a single score from 0% to 100% for every area of your company’s performance — whether as broad as your company’s overall performance for all time, or as specific as a single employee’s performance in a single area for a single quarter. This provides managers with an excellent tool to quickly filter through all the white noise of your thousands of data points, and hone in on exactly what you need to know.
Your “score” equals the percentage of all survey responses to your 0 to 4 questions that were either a 3 or a 4. So in the example above, 50% of all answers in At Contract surveys were 3 or 4. For Shortly After Closing it was 78%, and for Long After Closing it was 71%. Generally speaking, this means that people were most pleased with their experience right after moving in. But this is just one example of how the Scorecard can work.
To give you a more complete idea of how the Scorecard works, I’ll walk you through a scenario: You’re an executive manager at Geoffrey Graham Construction and are interested in knowing if your customers are generally happy. So you log into your GuildQuality account, and click on “Scorecard” on the main page. Here’s what you’ll see.
You are looking at quarter-to-quarter performance for all of your surveying history. The first thing you’ll notice is that the current quarter is represented with a green bar — green represents the highest score in the chart. Great news! That GuildQuality membership is paying off. 84% of answers to your survey questions from 2006 Q3 were either a 3 or 4.
Your company is not very large. You build about 30 homes per year, so below company-wide performance, the next most important thing will be performance by Project Manager (if you were larger, it might be Division or Region. If you were smaller, it might be something like project type or price point). In the Customize Report settings, the only thing you change is Compare By, switching it from “Quarter” to “Project Manager.” You click “customize” and the report changes to this:
You’ve been worried about Mickey’s performance for some time, and you have spoken with him about it at length. Time to see if he’s been able to make any strides. To look at only Mickey’s customers’ feedback, you change the Filter By setting from “All Project Managers” to “Mickey Mantle”. You want to look at Mickey’s overall performance year-to-year, so you switch the Compare By to “Year”, and now you’re looking at this:
While Mickey’s overall average score is only 55% (note the dashed line representing average), he’s making continuous and dramatic year-to-year gains. Great news. You recall that he was especially struggling in a few areas. You want to clarify which areas, so you switch the Compare By to “Questions” and leave the Filter By set to show only Mickey’s customers’ feedback. After the new report loads, you sort the results by performance (as opposed to alpha-numeric order).
You are immediately reminded that Communication and Problem Resolution were two areas you asked him to focus on. So how is he doing in improving his communication with customers? You switch the Compare By back to “Year”, and add another Filter to look at only Mickey’s “Communication” results.
So the percentage of Mickey’s customers who gave him a 3 or 4 on the “Communication” question has jumped from 0% among five customers in 2004 to 17% from 12 customers in 2005 to 83% for the six customers so far this year! He’s made tremendous progress, and is on track to go from worst to first.
So there you have it. We went from looking at a satellite view of the company to drilling down to a particular facet of one employee’s performance. But trust me on this: the best way to get a handle on your Scorecard is to use it with your own customer feedback. So log in and start playing around. If you have any questions, don’t hesitate to let us know.
A couple notes: The Index doesn’t have to be the percentage of customers that gave you a 3 or 4. You can toggle the Index to make it more demanding (the percentage that were super thrilled and gave you a 4) or more forgiving. Also, unlike in other areas of your account, when the Scorecard shows a number (in parentheses), it is referring to the total number of answers it is using to calculate a percentage — not the total number of customer surveys (as in other pages in your account). So if you are looking at your YTD Scorecard and wondering why its showing 72 answers when you only had nine customers, it’s because you might have eight “0 to 4″ survey questions in your survey. Eight questions multiplied by nine surveys equals 72 answers to individual questions.