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| Also required | Quality Assurance or Workforce Engagement Management |
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Keeping your rating categories useful. Two patterns in the data tell you which ones to change.
Review them
- Open the rating categories.
- Look at the score distribution for each.
- Look at which generate disputes.
- Rewrite, retire or keep.
Pattern one: everybody always passes
A category where every review scores the same is measuring nothing. Either the behaviour is universal, in which case retire it, or the bar is too low to be informative.
It is also costing reviewer time on every review.
Pattern two: reviewers disagree
Disputes and calibration differences cluster on ambiguous categories. That is a wording problem, and rewriting the guidance fixes it.
Leaving it produces scores that depend on who reviewed, which agents notice quickly.
Retire rather than accumulate
Categories are added when something goes wrong and rarely removed. After two years a scorecard has eleven categories, reviews take fifteen minutes, and fewer of them happen.
Removing one is as legitimate as adding one.
Changing a category changes the history
Scores before and after mean different things. Note the date on your reporting rather than letting the trend line imply continuity.
Ask reviewers what is hard to score
They know which category makes them hesitate. That is a faster route to the problem than any analysis of the distribution.
Once or twice a year
Enough to keep it accurate, infrequent enough that a year of data remains comparable.
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