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Service Check 1 

Scenario: A user wanted to know how to earn credits, obtain name glow, and add items.
Moderator Name: Escapism

Helpfulness: 10/10
Friendliness: 7/10
Accuracy: 9/10
Dedication: 6/10

Combined Rating: 32/40
Combined Percentage Rating: 80%
Comment: The moderator was very helpful in providing correct information. They were friendly and polite, but they did not ask if I needed anything else, and they left directly after helping me.

Service Check 2 
Scenario: A user wanted to know how to get name glow and player card music.
Moderator Name: Orange

Helpfulness: 5/10
Friendliness: 9/10
Accuracy: 7/10
Dedication: 4/10

Combined Rating: 25/40
Combined Percentage Rating: 62.5%
Comment: Orange was given the task to assist a user in getting name glow. Orange somewhat successfully explained the process to the user, and then completely ignored the user from then on, even with the user trying to get Orange’s attention by asking for help. Then, a VIP user by the name of ‘Cloud’ stepped up to plate. Cloud was very helpful, and was very attentive to the user. Cloud very successfully explained how to get player card music, and should definitely be given a chance as moderator.

Service Check 3 
Scenario: A user was interested in how to achieve the moderator position, and asked how to apply, as well as if it’s able to be earned.
Moderator Name: Jennifer

Helpfulness: 10/10
Friendliness: 10/10
Accuracy: 10/10
Dedication: 10/10

Combined Rating: 40/40
Combined Percentage Rating: 100% 
Comment: The user asked Jennifer to explain the staff application system, and what she saw in a good submission. There was also questioning in whether there was a way to earn a staff position without applying. Jennifer gave sincere and straight-on responses regarding the questioning. She was very friendly and made sure to provide the user with information that was correct, and presented everything in a dedicated manner. Great job, Jennifer.

Percentage Summary

Service Check 1 Combined Percentage Rating: 80%
Service Check 2 Combined Percentage Rating: 62.5%
Service Check 3 Combined Percentage Rating: 100%

Average Score for May’s Service Checks:

Average total rating: 32/40
Average total percentage: 80%

Overall comment: The staff team that resides at iPenguin all do a really great job when it comes to their positions. Although there were some issues here and there, the staff members that were tested overall did a great job- there are some things that need to be worked on, however, with certain branches of support. To give an exact and sincere comment, the staff over at iPenguin did a wonderful job. Keep on doing what you’re doing, and excel even more.

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1 Comment

  1.   May 20, 2016, 10:02 am

    My apologizes. I was assisting another user via PM and had to switch between both. I then asked Cloud to resolve the name glow issue. My bad completely.

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