Support QA scorecard calculator: weighted quality score for ticket reviews
Quality reviews need one number and a next step. Enter your average scores and weights and see the overall score and the weakest category.
Overall quality score
81.4%
Weakest category
Process
Strongest category
Tone
Tickets reviewed
20
Review at least 20 tickets a month per agent before reading too much into a score. Use the weakest category as the topic for the next coaching session.
Questions
What is a support QA scorecard?
A checklist reviewers use to score a sample of tickets on categories such as accuracy, tone and clarity, so quality can be tracked and coached.
Why weight the categories?
Some categories matter more. A wrong answer costs more than a missing greeting, so give accuracy a higher weight.
How many tickets should I review?
Around 20 per agent per month gives a useful picture. Fewer can still start a conversation, but treat the number as a rough guide.
Should the score be used for performance reviews?
Use it for coaching first. If it also feeds reviews, make the criteria clear and have two reviewers calibrate on a few tickets.
How do I keep reviewers consistent?
Review a few tickets together each month, compare scores and agree on what each rating means.
Link to this page
Free to use and share. If it helped, a link back is the best thanks.
<a href="https://flatdeskfinal.vercel.app/free-tools/support-qa-scorecard-calculator">Support QA scorecard calculator</a>Guides that go with this tool
- A support quality scorecard for small teams (and how to use it)A short checklist for reviewing support replies: accuracy, ownership, tone, clarity and next step, with a way to review five tickets a week.
- How to write a support tone of voice guide your whole team can followA short tone of voice guide for support: how to sound, words to use and avoid, how to apologise, and how to keep human and AI replies consistent.
- A 30-minute weekly support review for small teamsA simple weekly routine for a small support team: which numbers to look at, which tickets to read, and what to decide before the meeting ends.
Running support on a small team?
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