SHAREHOLDER CORRESPONDENCE QUALITY NQR assesses written communication quality by evaluating letters written in response to customer requests. The randomly selected sample can also include e-mail responses. Quality Criteria Customer correspondence is reviewed for Timeliness, Content, Grammar, Typographical Accuracy, and Clarity. Letters must address all of the customer's concerns and contain accurate, complete, and relevant information. Letters must be clear, personalized, and specific to the situation. Typographical accuracy is used to note spelling, capitalization, and punctuation exceptions, and the Grammar category is used to note exceptions that have been identified by grammar review software. To meet the Clarity requirements, the letters must be specific to the situation and clearly delineate who must act and what action needs to occur. Notes are used to identify items that management may want to consider revising or to identify areas where a service center's operating policies appear to substantially differ from general industry practices. Correspondence Quality Index Competitive comparisons are provided using NQR's Correspondence Quality Index. The Correspondence Quality Index is a mechanism for comparing individual company performance to similar measures in the NQR competitive database. Using a 5-point rating scale, each service component is assigned ratings based upon NQR Benchmark, Best-In-Class, and Lowest performance results. Return to "Products & Services"