Reply quality

Quality is judged on what was written, not on how fast it was written. A conversation we could not grade is reported as ungraded, never as poor.

What came up most often:

• 3 × a price was asked for and not given
• 3 × no next step was offered
• 1 × an automated menu answered instead of a person
• 1 × the customer’s actual question was not answered
• 1 × the reply contradicts something else in the thread
• 1 × the tone would put a buyer off

Graded by Claude (Anthropic), reading the text of each answered conversation. Speed and quality are separate verdicts: a fast reply can still be weak, and a late reply can be excellent.

Every conversation, graded fairly

Reply times count staffed hours only, respecting this location's opening hours and public holidays. Conversations with capture gaps are excluded from scores and listed as our blind spot, never counted against staff.

3 conversations excluded as not enquiries (suppliers, one-word sign-offs, verification codes). 1 excluded for capture gaps — our blind spot, never your team’s fault.