Performance Appraisal printable pdf download

Performance Appraisal

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

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

20%

within Order guidelines = rating of MTE

Below 90% of all orders opened are completed

within Order guidelines = rating of BTE

Customer Care - Response time to Order e-mail:

Average under 1 hour = rating of ETE

20%

Average between 1 to 2 hours = rating of MTE

Average over 2 hours = rating of BTE

Customer Care - Time in Order queue:

20%

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

Performance Appraisal