Do Your Quality Scores Match Customer Reality?

QAQnA has a good post about the dangers of quality programs that are poorly designed and executed.

I was recently involved in a client project where we analyzed a few months worth of quality scores for a few hundred agents. 

Guess what? 

99% of the agents averaged 98% or better for the entire duration.

I wonder if 99% of their customers would consider themselves well-served 98% of the time.

I doubt it.

But then again, how would they know?  The company doesn't do customer experience/customer sat surveys.

The individual people in this customer service organization seem to care about the customer.  But the process, culture and incentives create an environment where CYA is more important than TLC.