Selecting the right rating scale can help improve the accuracy and consistency of your quality assessments. This article explains the benefits and drawbacks of each rating scale and how to choose them for your categories depending on your plan. Admins, account managers and workspace managers can select scorecard rating scales in Zendesk QA.
This article contains the following sections:
- Finding the right rating scale for your ticket reviews
- Choosing a rating scale for the Starter Plan
- Choosing a rating scale for Professional, Advanced, Growth, AI Suite, and Enterprise Plans
Finding the right rating scale for your ticket reviews
Smaller scales are better for quick, consistent reviews across a large volume of tickets. Larger scales provide depth and are best suited for a QA program with a strong emphasis on coaching.
- A binary scale is the fastest and most consistent. It's ideal for large volumes where speed is important, as it simplifies a grade to "good" or "bad."
- A 3-point scale can still be graded quickly but allows you to add a middle option denoting that an interaction was "satisfactory" rather than simply "good" or "bad."
- A 4-point scale encourages critical thinking by requiring a decisive grading of either "good" or "bad" without a neutral choice. It offers more nuance than the binary scale.
- A 5-point scale offers more detailed feedback and more closely resembles a familiar academic grading system structure (A = 5, B = 4, and so on). The drawback of this type of scale is that grading can often take longer, since there is more for your reviewers to consider.
Choosing a rating scale for the Starter Plan
If you are on the legacy Starter Plan, you can choose a Rating Scale for the whole account.
To choose a rating scale for the Starter Plan
- Navigate to Settings > Account Settings > Scorecard.
- Select one of the available rating scale types:
You can also choose if you want to see these displayed as emojis or numbers, and if you want to allow reviewers to skip categories. This selection will be applied to scorecards across all your workspaces.
Choosing a rating scale for Professional, Advanced, Growth, AI Suite, and Enterprise Plans
If you are on the legacy Professional and Advanced Plans, or on the Growth, AI Suite, or Enterprise Plans, you can choose a rating scale per category. This allows you to mix and match scales in scorecards and workspaces.
To choose a rating scale for these plans
- Navigate to your Scorecard page under Users and Workspaces.
- Select a rating scale:
You can also still access the Scorecard page under general Settings, where you can select between emojis or numbers, and if reviewers can skip categories:
