How to build a customer service QA scorecard

Delivering exceptional customer service gets harder as you grow — there are more customer inquiries, more communication channels to manage, and more people on the team. How do you keep up consistent high-quality service as you scale?

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An essential piece of the puzzle for support teams is a quality assurance (QA) process. We’ll break down how to evaluate your customer interactions with real examples from Front’s award-winning support team’s own QA assessments. This guide will show you:

  • How to set up a QA process using a scorecard — template included!

  • How to measure your internal quality score (IQS), a key metric for understanding service quality

  • Why IQS is important to track alongside other customer service metrics like CSAT and NPS