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Scenario: A user wanted to know how to get name glow, a staff position, and information about the CPPS.
Moderator: Squirrel
Helpfulness: 9/10 – The moderator was very helpful.
Friendliness: 10/10 – The moderator was very friendly.
Accuracy: 6/10 – The moderator was accurate.
Dedication: 7/10 – The moderator was dedicated.
OVERALL SERVICE RATING: 80%
Comment: The moderator tested was dedicated in helping this one person who needed information. They asked how to get features, to which the moderator replied with a link to donate. The user then asked how to get a staff position- and he shared an email to send applications to. The helpful moderator also gave some background information about the CPPS. Although the user was asking questions, he did take his focus off of the user and answered other penguins’ questions in the middle of their conversation.

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3 Comments

  1.   February 9, 2016, 3:59 pm

    Oh my, I was the mod 😮 thanks for the review ^^ As for answering someone else I try to help as many people as I can, don’t want people feeling left out ^^

    •   February 9, 2016, 4:20 pm

      Also, may I ask what you mean by accuracy?

      •   February 10, 2016, 11:22 am

        Hi Squirrel! Thanks for reaching out!

        Service checks must be conducted following the strict marking criteria found below:

        Helpfulness
        0-1 – The moderator was not helpful.
        2-4 – The moderator was somewhat helpful.
        5-7 – The moderator was helpful.
        8-10 – The moderator was very helpful.

        Friendliness
        0-1 – The moderator was not friendly.
        2-4 – The moderator was somewhat friendly.
        5-7 – The moderator was friendly.
        8-10 – The moderator was very friendly.

        Accuracy
        0-1 – The moderator was not accurate.
        2-4 – The moderator was somewhat accurate.
        5-7 – The moderator was accurate.
        8-10 – The moderator was very accurate.

        Dedication
        0-1 – The moderator was not dedicated.
        2-4 – The moderator was somewhat dedicated.
        5-7 – The moderator was dedicated.
        8-10 – The moderator was very dedicated.

        Overall: SCORE out of possible 40 POINTS, converted to a percentage.

        To answer your question, Accuracy is measured by if the information provided by the Moderator, accurate? Did it conflict with the CPPS’ rules or noted information? Could it have been a better response?

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