Customer Feedback Rubric

isaxena 3/2014
Edited on 4/2/14
Description of Attributes and Rating Scale
The attributes are assigned a numerical value with 1 for unsatisfactory to 5 for excellent. The definitions of the attributes by category are listed
below. Not applicable is a valid option and should be used as needed.
Starred items are scored based on observation, rather than conversation.



Aesthetics/Appearance
Unsatisfactory Poor Satisfactory Good Excellent
Front of School* Disorganization, clutter
and/or debris, debris blocks
pathway

Minimal trash or
disorganization, enough light,
pathways clear of debris
Clean and clear pathways
Welcoming
Signage (outdoor)* No signage or welcome
message on the building
Main entrance not specified
Welcome message posted
with instructions for visitors
Main entrance indicated
Signage is clear and easy to read,
visually pleasing
Main entrance indicated
Driving in/parking
lot*
Lots of debris, road surface
not navigable
Minimal debris, road surface
navigable, sufficient light
Clear parking lot, ample parking
spaces, little to no debris
Security/Sign-in Unsecured entry
No identification on staff or
other adults
Not required to sign in, no
help or direction offered to
sign in
Entrance secured/buzzer
system or means of passing
through office upon entry
Sign in and visitor
identification utilized
Staff wearing identification
Secure entrances
Sign in and identification on all
adults
Office Area* Disorganization, clutter
and/or debris, debris blocks
pathway
Insufficient lighting

Minimal trash or
disorganization, enough light,
pathways clear of debris
Work space appears
sufficient
Clean, no trash
Organized
Well-lit
Work space appears ample
Hallways* Disorganization, clutter Minimal trash or Clean, no trash
Customer Feedback Rubric
isaxena 3/2014
Edited on 4/2/14
and/or debris, debris blocks
pathway
Insufficient lighting

disorganization, enough light,
pathways clear of debris
Organized
Well-lit

Evidence of Student
Learning
No evidence of student
learning displayed
Some evidence of student
learning displayed, such as:
student work on walls, in
common areas
Much evidence of student learning
displayed, such as: student work
outside of many classrooms, in
most common areas
Bathroom Areas* Visibly dirty, missing
supplies like soap, paper
towel
Clutter and/or debris, debris
blocks pathway
Insufficient lighting

Clean
Minimal trash or
disorganization, enough light,
pathways clear of debris

Exceptionally clean, no trash
Looks to be like new
Well-lit

Signage (indoor)*

No visible signage on
room/area entries
Rooms/areas labeled with
name and/or room number
Signage is clear and easy to read
Visually pleasing

Community
Unsatisfactory Poor Satisfactory Good Excellent
Interactions*
Adult and Student
No interaction between
people, interactions
negative or overly loud
Some interaction between
students and adults, adults to
adults, students to students;
interactions positive and volume
appropriate
Interactions appear respectful,
positive and productive
Volume matches setting
Greeting* No greeting
Not acknowledged upon
entering main office or
waited more than 1
minute to be
Greeted/Acknowledged within 1
minute of entering main office
Warm, friendly
Greeted/Acknowledged right away
Friendly, welcoming and genuine
Included handshake, offer or help
storing/hanging coat (if applicable)
Offer of water/coffee
Customer Feedback Rubric
isaxena 3/2014
Edited on 4/2/14
acknowledged
Wait time* If appointment
scheduled, wait time of
more than 10 minutes
Not more than 10 minutes from
scheduled time
Wait time (for appointment) fewer
than 5 minutes
Attention/care* No time or offer for
questions
Made to feel important, given
time to ask questions
Questions about reason for visit
and/or questions about children
and their interests
Diversity/
Volunteers
Adult/staff population
does not parallel student
population
Volunteers not present in
school
Printed materials or
signage does not reflect
diversity
Adults/staff population parallels
slightly the student population
Volunteers present in school
Printed materials or signage
reflect diverse populations


Adult/staff population parallels well
the student population
Volunteers do a variety of tasks in
school
Diversity is reflected throughout
the school including all signs and
printed materials

After/Before School
Care

No option for after/before
school care
Offered at the site or site nearby
Information includes contact info
Offered at the site or site nearby
Information includes contact info
Promotion of school care program
included along with offer to visit (if
applicable) Detailed information or
promotion provided along with
contact info
Behavior
Management

No apparent plan for
behavior management
Established behavior
management system in place
Information offered as to how
behavior issues are dealt with
Established behavior management
system in place
Information offered includes
district/school guidelines





Customer Feedback Rubric
isaxena 3/2014
Edited on 4/2/14






School Tour (Overall)
Unsatisfactory Poor Satisfactory Good Excellent
Tour Tour was rushed, not
allowed to see certain
areas
Guide seemed
unprepared or
uncertain
Did not ask questions
Tour seemed planned, guide
knew where to take visitor
Guide answered questions or
provided resources when
could not answer questions
Guide asked questions about
student/family interests
Encouraged family to join
community

All indicators from satisfactory
rating, plus:
Parts of tour connected to
student/family interests
Guide provided reasons why the
school is best for family
Guide discussed K-12 system,
not just grade levels served by
the school



Offerings Checklist
Checks indicate whether or not the offering was mentioned by the tour guide/staff
Comments written include extra information given about programs or special classes