Question
Which rating scale should I use for my QA scorecard?
Answer
Smaller scales are better for quick, consistent reviews across a large volume of tickets. While 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 is 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 will allow 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. Yet it offers more nuance than the binary scale.
- A 5-point scale offers more detailed feedback and 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 as there is more for your reviewers to consider.