What is Quality Assurance?
Quality Assurance is monitoring and evaluating customer interactions to ensure consistency, compliance, and alignment with company goals. This improves customer satisfaction and our overall performance. 
 
To do this, we use a combination of results from external customer surveys and internal agent evaluations. 
 
The 1-800-Flowers.com Family of Brands strives to provide amazing customer service. We closely monitor performance to ensure we're doing that - and learn how to make corrections if we're not.

CSAT Surveys
In order to improve customer experience, we must effectively measure our interactions with customers. To gauge customer experience, it's important to know:
 
What metrics inform us about customer experience?
How do we measure these metrics?
What helps us improve on the results?
 
Customer Satisfaction Score (CSAT) Surveys are used to monitor and measure our performance not only as agents, but also as a brand. We survey our customers for feedback to determine how we are doing as a company.
 
CSAT surveys help us understand how customers feel, and how we are doing in meeting their needs.

What does this survey look like? (KA-03559)

CSAT Scoring 
Our CSAT scores are converted to a percentage for evaluation purposes. This helps provide a more complete view of customer satisfaction:
 
Percentage Scale: Converts your individual CSAT score of 1 - 5 into
a percentage (CSAT Score ÷ 5) × 100.
 
True Satisfaction: This average of all agent scores measures the percentage of satisfied customers. 
(Counts of 4’s and 5’s ÷ total survey responses × 100).
 
For context, in the retail industry a strong CSAT score typically ranges from 70% to 90%. Our goals for agents during the holidays range from 90% - 95%.  
By using these measures, we’ll gain a clearer picture of what our customers are experiencing, and where we can focus to drive improvements.

Net Promoter Score
On a CSAT survey, Net Promoter Score is the first thing we ask for. It tells us how likely it is that the customer will recommend us to a friend. Do they encourage others to use our products, services, or company?
NPS is measured  from 0 (Not at all likely), to 10 (Extremely likely). It reflects the entire customer experience, from their first moments browsing our website to the resolution of any customer service issues after delivery - and everything in between.​ That includes us!

Satisfaction Breakdown:
Satisfaction is measured by the next two questions. We ask the customer to rate whether they are Satisfied, Dissatisfied, or Neutral with the overall service, and also, with their specific agent.

Great service is more than just one thing! The customer's complete experience ties directly into how they feel about the service provided by us, the agents. 

Delivering Excellence:
Each of us can make a positive impact on all of these metrics, by:
   Showing consistency through every interaction, and
    Offering quick, efficient, professional service.
 
Keep this in mind as you continue to serve our customers and deliver smiles.