I just got put on UN due to my CLF score. Has this happened to anyone else? I am meeting goal for all the other metrics except CLF which is 77%. It’s the one metric that is out of my control since we cannot tell the customers about the survey anymore. Has anyone else been in my position?
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I am in your same situation. I have had 17 denial surveys and only 2 that you could say were my fault. Due to the 17 bad ones, I am at 71% CLF. Just hang in there and try your best!
CLF does not neccesarily reflect an adjusters work on a claim. It gives no indication to a customer that they are rating their claim owner, but the question is related to the whole claim experience. Some things are out of a claim owners control, such as a total loss value, time it takes to inspect a car, etc. But if your score shows that you had control over the customer's concerns, then just pay close attention and make those adjustments to show you are taking feedback and applying it.
It didn’t happen to me, but it did happen to someone I led. And sorry but customers scoring YOU on the service YOU provide is pretty controllable.
Having said that, meet with your manager to create a plan for you to get off the UN. Second, make sure and document what actions your leader is to do. Third, do your part, be nice, change your tone, etc. Fourth, document any time your manager says you’re improving. Fifth, document any time your leader does not do their part of the plan. Sixth, check your records on any coaching your manager gave you about your low score. If that didn’t happen, document it.
You may be asking why all this work if the reality is you’ll still lose your job if your scores don’t improve? Because you’ll need to show that your manager failed to provide the support needed and that goes against the company’s Leadership Practices.
Well if your clf score is not good enough should you be released from UN? Especially if you are a SME CDL
Same thing happened to a CSL last year-was informed he had 10 days to improve his teams CLF results. Keep
In mind he has trained 100s of claims employees, was SME on many many areas. He retired 2019