ClarivoxxBy Abdessamad Ghanem

Free tool

Quality Assurance (QA) Score Calculator for Support Tickets

QA score = Σ (weight × criterion score) ÷ Σ weights. With weights of 15, 20, 30, 20 and 15% and scores of 90, 80, 85, 100 and 70 for greeting, understanding, resolution, process and empathy, the ticket scores 8,550 ÷ 100 = 85.5%. The correct resolution and empathy criteria cost the most points, so coaching starts there.

Scorecard: weight and score (0–100) per criterion

Greeting and tone

Understanding the issue

Correct resolution

Process and compliance

Empathy and closing

QA score

85.5%

Solid work. Use the costliest criterion as the focus of the next coaching session.

Total weight

100%

Costliest criterion

−4.5

Correct resolution (score 85) costs the most points.

QA = (15 × 90 + 20 × 80 + 30 × 85 + 20 × 100 + 15 × 70) ÷ 100
   = 8,550 ÷ 100 = 85.5%

Frequently asked questions

How do you calculate a QA score?
Give each scorecard criterion a weight that reflects how much it matters, score the ticket from 0 to 100 on each, multiply each score by its weight, add the results and divide by the total weight. A ticket scoring 85 on a criterion weighted 30% adds 25.5 points.
What is a good QA score in customer support?
Many teams set their target somewhere around 85% to 90%, with anything below 70% triggering a coaching conversation. The target matters less than a clear scorecard that every reviewer applies the same way.
How should you weight a QA scorecard?
Put the most weight on what changes the customer's outcome, usually a correct and complete resolution. In the default example resolution is 30% of the score, so a score of 85 there costs 4.5 points, more than a weak greeting.

About the author

Abdessamad Ghanem

Customer Experience & Customer Success Consultant · Founder of Clarivoxx

Abdessamad Ghanem works across Customer Support, Sales, Customer Success, Account Management and Partner Management. He writes Clarivoxx Insights for B2B SaaS professionals who own retention, adoption and customer outcomes.

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