Support Quality Scorecard
Design a quality scorecard for one support channel that rates accuracy, resolution, empathy, clarity and policy, showing what each score looks like.
- customer-support
- service
- operations
- beginner
The prompt
Design a quality scorecard our team leads can use to review SUPPORT CHANNEL conversations the same way every time and coach agents from the results.
Use this:
- What our team supports and our tone of voice: TEAM AND PRODUCT
- Policies agents must follow, such as identity checks, refunds and escalation: KEY POLICIES
- What we most want to improve right now: QUALITY PRIORITIES
Write:
1. A scorecard table with columns: criterion, weight (percentages totalling 100), and what a 1, a 3 and a 5 look like. Cover accuracy, resolution, empathy, clarity and policy compliance, plus up to two criteria specific to SUPPORT CHANNEL (e.g. waiting times on chat, call control on phone). Weight QUALITY PRIORITIES higher.
2. Auto-fail items: up to four behaviours that score the whole conversation zero, such as discussing an account before verifying the customer.
3. Two short example replies showing a 1 and a 5 on empathy.
4. Calibration: 3-4 bullet points on how reviewers check they score the same way.
Rules:
- Every score description must name something a reviewer can see in the transcript ("states the next step and when"), not a feeling ("is helpful").
- Score what the agent did, not outcomes they couldn't control, such as a policy that says no.
- Keep it quick enough to complete in under five minutes per conversation.Fill in the blanks
Type your details to see them in the prompt above, then copy it. What you type stays in this tab: it isn't saved or sent anywhere.
Example
- SUPPORT CHANNEL
- Live chat
- TEAM AND PRODUCT
- 12 agents supporting a home broadband provider; friendly, plain, no jargon
- KEY POLICIES
- Verify the account holder with postcode and last bill amount before discussing the account; refunds over 50 pounds need a team lead
- QUALITY PRIORITIES
- Fewer repeat contacts and clearer next steps
How to use it
- Fill in the blanks above, or paste the prompt into your AI chat and replace the words in capitals there. How blanks work
- Save it to your library to use it again. Your copy keeps the blanks, so next time you only fill them in.
- Use it where you chat. With the Save My Prompts extension, pick the prompt inside ChatGPT, Claude or Gemini and fill the blanks there.
Related prompts
- Empathetic Support Reply
Reply to a customer's issue with empathy, a clear answer and practical next steps, without promising anything beyond what your policy allows.
- Support Conversation Auditor
Review a support conversation for accuracy, tone, policy, privacy and missed follow-ups, and get coaching notes you can share with the agent.
- Refund Policy Explanation
Explain a refund decision to one customer in plain words, saying what they get or don't, why, what happens next, with a respectful close.
- Support SLA Communication
Explain your support response targets to one customer accurately, saying what applies to their plan, whether it was met and what happens next.
- Support Ticket Triage
Sort a batch of support tickets by issue, urgency, customer impact and the team that should take them, flagging missing data and safety cases.
- FAQ from Support Tickets
Group de-identified support tickets into the questions customers ask again and again, and draft FAQ answers grounded in your approved docs.