CX & Support Metrics

Quality Assurance (QA) Score

Definition

A Quality Assurance (QA) score measures how well a support interaction met a team's quality standards, based on a scorecard that grades things like accuracy, tone, policy adherence, and resolution.

Also known as: QA scoresupport quality scoreconversation review score

How to calculate it

A reviewer scores a sampled interaction against a scorecard of weighted criteria (e.g., correct answer, clear communication, followed process, right tone). The QA score is typically points earned ÷ points possible × 100.

For example, a ticket that scores 45 out of 50 possible points across the scorecard earns a 90% QA score. Some scorecards use auto-fail criteria — a compliance or accuracy miss that caps the score regardless of the rest.

Why it matters

QA scores are how teams measure quality that metrics like CSAT can't fully capture — a customer might rate a fast, friendly reply highly even when it gave wrong information. QA catches those gaps, drives coaching, and increasingly grades AI-drafted replies to the same standard as human ones.

Frequently asked

What is a good QA score?

Many teams target 85–95%, but the right threshold depends on your scorecard's strictness. The trend and the specific criteria that fail matter more than the headline number.

How is QA different from CSAT?

CSAT reflects the customer's perception of an interaction; QA reflects an internal reviewer's assessment against defined standards. They can disagree — and both are useful.

Related terms

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) is a metric that measures how satisfied customers are with a specific interaction or experience, usually from a short post-contact survey..

Positive Feedback Rate

Positive feedback rate is the percentage of customer feedback responses that are positive — for example, the share of CSAT surveys rated "good" or "satisfied" out of all rated responses..

First Contact Resolution (FCR)

First Contact Resolution (FCR) is the percentage of customer issues fully resolved in a single interaction, without any follow-up, callback, or reopened ticket..

Voice of the Customer (VoC)

Voice of the Customer (VoC) is the practice of systematically capturing and analyzing customer feedback — across surveys, support tickets, reviews, and conversations — to understand what customers need, expect, and experience..

CSAT Survey

A CSAT survey is a short, usually single-question survey sent after a support interaction to measure how satisfied the customer was, most often asking them to rate the experience on a simple scale..

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