Introduction

The Vitesse Customer Support Quality Framework exists to ensure that our clients tickets are handled with careful decision-making and ownership. In order to ensure we deliver a high standard of service to our platform users and protect relationships as well as Vitesse's reputation.

The Quality Framework forms part of the Customer Support Team Key measurables for individual performance and is a key part of the role.

Process overview

	Quality Parameter & Definition	Weight	Scoring Options	Scoring Guidance
1	Complete Response All questions, requests, or concerns raised by the requestor were acknowledged and either fully answered or clearly addressed with next steps or signposting.	10%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: All questions/points acknowledged and answered or clearly signposted with next steps. Partial: Main issue answered but secondary questions missed or vaguely addressed. No: One or more key questions ignored or misunderstood.
2	Ownership of Resolution The Support Executive took appropriate action to progress the issue toward resolution, followed through where required, and clearly communicated outcomes or next steps to the requestor.	15%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Clear ownership shown, proactive follow-up, confirms outcome or next steps. Partial: Action taken but little follow-through or unclear next steps. No: Passed issue on with no ownership, leaving the customer chasing for updates.
3	Security & Access Validation The Support Executive verified the requestor's identity, registration status, and level of authority where required before taking action or sharing account-specific information.	15%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Correct checks completed before action or information sharing. Partial: Checks completed but not clearly evidenced, or a minor step missed with no risk created. No: Required validation not completed (may also trigger a critical error).
4	First Response SLA Met The first public response was sent within the applicable SLA timeframe (e.g. <4 or <8 business hours).	10%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Within SLA. Partial: Slightly outside SLA but reasonable context documented. No: Missed SLA with no justification or mitigation.
5	Effective First Response The initial response set clear expectations, included relevant information, and was appropriately tailored to the requestor's situation (macros used and customised where needed).	10%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Clear expectations, helpful information, tailored to the situation. Partial: Generic response with limited tailoring or missing expectation setting. No: Confusing, incomplete, or fails to guide the customer.
6	Proactive Delay Management Where timelines changed or were exceeded, the Support Executive proactively informed the requestor, acknowledged the delay, apologised where appropriate, and provided a revised timeframe.	5%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Delay acknowledged early with apology and revised ETA. Partial: Delay addressed but late or without a clear revised timeframe. No: Customer had to chase for updates.
7	Value-Adding Guidance The Support Executive shared relevant resources, self-service guidance, or preventative information that could help the requestor now or in future, where appropriate.	5%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Relevant and helpful resources shared appropriately. Partial: Resource shared but with limited relevance or context. No: Missed opportunity to guide or educate.
8	Effective Use of Tools & Macros The Support Executive used available tools, macros, and internal resources appropriately to ensure accuracy, consistency, and efficiency, adapting them where necessary for clarity and context.	5%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Macros/tools used correctly and adapted appropriately. Partial: Macro/tool used but poorly tailored or contained a minor inaccuracy. No: Failed to use available tools, resulting in errors, inconsistency, or inefficiency.
9	Tone & Audience Awareness Communication was clear, professional, and aligned with Vitesse's tone of voice, while being adapted to the requestor's level of technical understanding.	10%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Professional, clear, and appropriate for the audience's knowledge level. Partial: Generally appropriate but slightly too technical, blunt, or wordy. No: Jargon-heavy, dismissive, overly casual, or confusing.
10	Written Communication Quality Messages were free from significant spelling, grammar, or punctuation errors that could reduce clarity or professionalism.	5%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: No noticeable spelling or grammar issues. Partial: Minor errors that do not affect clarity. No: Errors that reduce clarity or professionalism.
11	Commercial & Relationship Awareness The Support Executive recognised when a ticket had potential commercial, reputational, or relationship impact and took appropriate action beyond basic resolution (e.g. involving a Customer Success Manager, highlighting customer impact or risk, adding meaningful context, or flagging trends/issues internally).	10%	Yes = 100% of parameter weight Partial = 50% of parameter weight No = 0% of parameter weight	Yes: Recognised broader impact and acted appropriately (Customer Success Manager looped in, risk flagged, context added). Partial: Some awareness shown but action was limited or unclear. No: Treated a high-impact issue as routine with no broader consideration.

Critical & Non-Critical Errors

Ref	Error Type	Definition	Scoring Impact	Scoring Guidance
A	Critical Risk / Compliance Error	The Support Executive acted on instructions from an unauthorised user, failed to complete required verification processes, caused a financial movement error, or shared sensitive information incorrectly.	Audit score automatically set to 0%	Any critical risk or compliance error overrides all scoring and results in an audit score of 0%.
B	Critical Service Judgement Error	The Support Executive failed to escalate a high-risk or high-impact issue, passed on an internal response without sufficient understanding or context, or ignored clear indications of customer dissatisfaction or complaint risk.	Audit score automatically set to 0%	Any critical service judgement error overrides all scoring and results in an audit score of 0%.
C	Non-Critical Error	Errors that did not create customer, financial, or compliance risk but resulted in inefficiency, delay, rework, or reduced clarity.	-5% per error	Deduct 5% from the final audit score for each occurrence.