Quality

Quality Overview

Quality is of the highest priority for the consumer service. We employ a rigorous monitoring framework to ensure standards are maintained and development areas are identified and corrected.

This relates not only to the information we provide clients to progress their case, but also the manner in which the case is logged and the intelligence passed to our partners.

Our quality monitoring process measures a number of areas - the table below provides a high level overview of these:

Questioning	Has sufficient information obtained to allow for accurate advice to be offered? Have potential referrals been identified? Has supporting information been obtained?
Advice	Has accurate advice been provided? Have clear, practical next steps been offered? Were all reasonable areas of advice provided? Were expectations appropriately managed?
Customer Service	Is the adviser’s communication style appropriate? Is the contact well structured? Does the adviser remain impartial? Was there adherence to business processes?
Data Quality and Referrals	Was the case accurately recorded? Were all the required data fields populated? Are the case notes full and representative?

The marking framework places weightings on certain areas, and generates a score based on a number of calculations, depending on if all criteria are relevant for the case under review.

In order to achieve a pass on an individual review, an adviser must achieve a score of 85 per cent or greater. This means some minor issues can be identified, but the overall review may still be passed if the majority of areas are at the agreed standards. Where significant issues are identified, such as incorrect advice being offered, the review will fail on that basis alone.

Our contact centres conduct weekly reviews of all advisers, across all channels (telephone and webform) and services (general consumer, energy and post).

The contact centres have a target of ensuring that on a monthly basis, a minimum of 70 per cent of reviews achieve a pass rating.

To ensure Citizens Advice have appropriate levels of reassurance on these reviews, we request a proportion of these each month and benchmark them by conducting our own monitoring. The centres are then additionally measured on accuracy of scoring to ensure consistency is driven across the service.