Consulting service 03
Assessment design
Define assessment items and criteria for scoring, certification and feedback
We decide which competencies to observe, and through what evidence, for each journey stage and situation. Every line a learner says is assigned to exactly one response stage, so nothing is scored twice or missed.
Six-level assessment taxonomy
- 01
Journey stage
The stages a customer goes through, from booking to aftercare
- 02
Situation type
What happens at each stage, such as a long wait, a return visit or an extra charge
- 03
Response stage
The order a response follows, such as listen, confirm, resolve
- 04
Competency
The competencies from the modeling work
- 05
Behavioral anchor
A sentence describing each of five levels for a competency
- 06
Observation item
The specific behavior to look for in what is said
What we design with you
- 01
Scoring criteria
We write behavioral descriptions for five levels of each competency for both AI and human raters to use.
- 02
Certification criteria
We define the passing score, the required response completion rate and critical violations.
- 03
Feedback criteria
We define the feedback and improvement examples for each level.
- 04
Scenario selection criteria
We choose assessment situations based on frequency, severity and difficulty.
Deliverables
- Assessment taxonomy
- BARS rubric and weights
- Draft certification criteria
- Feedback criteria
The taxonomy and rubric are registered in Design, and scoring and reports in Practice follow them.
Shall we start with the standard?
In a demo we'll show you what kind of assessment your own service standards and training materials can support.