Fillable Printable Example - Performance Apprasial
Fillable Printable Example - Performance Apprasial
Example - Performance Apprasial
Sample Corp - Performance Appraisal
Performance Year: Goal Setting Mid-Year Review Year-End Review
Self-Assessment Manager’s Assessment
Name: Customer Care agent name Title: Representative, Customer Service
Date: Department: Customer Care
Performance Ratings: ETE = Exceeds Targets & Expectations, MTE = Meets Targets & Expectations, BTE = Below Targets & Expectations
I. Performance Goals & Objectives % ETE
MT
E
BTE Actual Performance
Core Job Objectives
Customer Care – Order process time:
95% to 100% of all orders opened are completed
within Order guidelines = rating of ETE
90% to 95% of all orders opened are completed
within Order guidelines = rating of MTE
Below 90% of all orders opened are completed
within Order guidelines = rating of BTE
20%
Customer Care - Response time to Order e-mail:
Average under 1 hour = rating of ETE
Average between 1 to 2 hours = rating of MTE
Average over 2 hours = rating of BTE
20%
Customer Care - Time in Order queue:
Average answer time under 30 seconds = rating
of ETE
Average answer time between 30 seconds to 60
seconds = rating of MTE
Average answer time over 60 seconds = rating of
BTE
20%
Order input quality including proper
documentation and use of report and closing
codes in company database.
20%
Total 80%
Special Job Objectives
Special Job Objectives #1,
Help back up the Tech Support queue when
needed including opening cases
Total 5%
Special Job Objectives #2
Company Operator – answering and transferring
of calls
95% to 100% of all calls answered before going
to Voice Mail = rating of ETE
90% to 95% of all calls answered before going to
Voice Mail = rating of MTE
Under 90% of all calls answered before going to
Voice Mail = rating of BTE
Total 5%
Individual Development / Leadership Objectives
Intra & Inter-Departmental interaction and
approachability
5%
Multi-tasking abilities, works well under
pressure and knowing how and when to
prioritize
5%
Total 10%
Overall Performance Goals & Objectives Rating 100%
Performance Ratings: ETE = Exceeds Targets & Expectations, MTE = Meets Targets & Expectations, BTE = Below Targets & Expectations
II. Sample Corp Values ETE
MT
E
BTE Actual Performance
Open Communications
Sharing ideas on how to improve workflow, process
improvements for both internal staff and Resellers, reducing
call answer time and e-mail response time, database
modifications, etc
Adapt style and message of communication to each customer
Communicates information clearly, logically and concisely –
and in a way that has the greatest impact on internal and
external stakeholders
Openly shares concerns, ideas and acknowledgements –
in the spirit of improving the situation.
Rating
Personalized Solutions
Provide prompt customer service by answering calls and e-
mails right away
Stay upbeat and friendly towards the customer
Communicate clearly and precisely
Be accurate and organized
Rating
Caring Culture
Always ask the customer if there is anything else you can do
Be helpful and patient with customers and team members
Treat others as you would like to be treated
Keep your word. Build trust and customer loyalty by doing
what you say you’re going to do.
Rating
Unmatched Service and Support
Continuous focus on providing a “Customer First” attitude
High customer satisfaction results from customer surveys
and Reseller Council meetings due to showing a sense of
urgency, taking responsibility, honoring commitments, and
holding yourself accountable.
Strives to exceed expectations
Interacts with customers in a manner that maintains ongoing
and positive customer relations
Rating
Overall Sample Corp Values Rating
Performance Ratings: ETE = Exceeds Targets & Expectations, MTE = Meets Targets & Expectations, BTE = Below Targets & Expectations
ETE
MT
E
BTE
Overall Performance Goals & Objectives Rating
Overall Sample Corp Values Rating
Manager’s Summary
Employee Comments
Employee Signature: Date:
Manager’s Signature: Date:
One-Over Manager’s Signature Date:
