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Hello Sachin Your situation reminds me of a similar situation for one of my processes. Following are some of the actions that helped us stabilize the process 1. Daily team huddles (not more than 10 minutes) on the top error category. This team huddle has to be a quick one with a specific focus on only 1 error category. Discuss why such errors are coming and CAPA plans 2. Calibration of teams - client vs QC, within QC team 3. Clear progress roadmap for quality score improvement (we created a six month plan) in discussion with the client and leadership team 4. Agreement on a cool off period for errors due to frequent client changes (we agreed on a 3 month cooling period). However, this increases the task of QC team as they have to maintain a log of all changes and track errors against them 5. Make leaders process some transactions so that they understand the ground reality and once they understand, they will be able to guide the raters 6. For a 3 month period (and as a stop gap arrangement), we did overstaffing for QC so that things can be regularly checked. This was audit of audit (only recommended as a stop gap arrangement but never a long term solution) 7. Started working with the IT / automation team to see if there could be some mistake proofing opportunities within the software. 8. Availability of SME / Trainer on the floor to handle queries / doubts immediately. Hope this helps. Regards Mayank Gupta

VOC (Voice of Customer) refers to capturing and understanding customer feedback, opinions, and preferences. It helps organizations to enhance and improvise products, services, and overall customer experience. VOC encompasses both explicit (directly expressed) and implicit (indirectly observed) feedback. VOC Surveys are structured questionnaires designed to collect inputs and insights from customer. These surveys can be overseen or managed through different channels (online, mail, in-person) and cover points such as fulfillment, devotion, needs, and desires. By analyzing VOC survey data, companies can make informed decisions and enhance customer-centric strategies. Below are some of the reasons or causes for low response rate for VOC Surveys which can hamper reliable insights: Lack of Understanding the Big Picture: Survey creators frequently struggle to ask questions that yield meaningful data. Neglecting Reminders: Respondents may forget about the survey. Rude Email Tone: Politeness matters. Audiences aren’t obligated to respond. Negative History with Surveys: Past bad experiences can deter participation. Irrelevant or Unimportant Questions: If questions don’t matter to respondents, they won’t engage. Wrong Question Types: Poorly chosen question formats can confuse or frustrate. Platform Choice Matters: Using the wrong survey platform can affect response rates. Survey Length Overload: Lengthy surveys discourage participation. Biased Questions: Biased wording can skew results. Illogical Question Sequence: Poorly organized questions confuse respondents. Dull User Interface (UI): Unattractive surveys lead to disengagement. Lack of Real-Time Interaction: Delayed feedback reduces motivation. Improving survey response rates is crucial for obtaining reliable data. Here are some effective methods: Personalization and Targeting: Customize surveys based on respondent characteristics (e.g., demographics, past behavior). Example: Address respondents by name and tailor questions to their interests. Incentives and Rewards: Offer small incentives (e.g., gift cards, discounts) to motivate participation. Example: "Special rewards for Timely response". Mobile Optimization and Convenience: Ensure surveys are mobile-friendly enabling to respond flexibly. Example: Use responsive design and avoid lengthy forms. Social Proof and Trust-Building: Highlight the survey’s importance and emphasize confidentiality. Example: "Sharing your response or feedback empowers both to collaborate well and grow together". Multi-Channel Engagement: Use various channels (email, SMS, website pop-ups) to reach different audiences. Example: Send email invitations and follow up with timely reminders through various modes Transparency and Communication: Clearly state the purpose of the survey and how data will be used. Example: "Your feedback (positive/negative) will enable us to sustain, grow and enhance our services". Gamification and Interactive Surveys: Add gamified elements (e.g., progress bars, quizzes) to engage respondents. Example: "Earn points for each completed section!". Timing and Frequency Management: Send surveys at optimal times (avoid weekends or late evenings). Example: Schedule timely polite reminders to the clients Organizations can combine above strategies for achieving better results and higher response rate.