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Abandonment Rate <br /> Definition The average call abandonment rate will be no greater than the percentage set forth <br /> Measurement Percentage of total incoming calls to customer service abandoned,on average 2% <br /> Criteria Standard tracking reports produced by the phone s stem for all calls <br /> Level Team that services Customer's account <br /> Period Annually <br /> Payment Period Annually <br /> Foes at Risk f Total Dollars at Risk for this metric $3,900 <br /> Payment Amount Of the Fees at Risk for this metric,percentage at risk for each gradient 20% <br /> Gradients 2.01%-2.50% <br /> 2.51%-3.00% <br /> 3.01%-3.50% <br /> -4.00% <br /> 3.51% <br /> Greater than 4.00% <br /> Call Quality:Score <br /> Definition Maintain a call quality score of not less than the percent set forth <br /> Measurement Call quality score to meet or exceed 93% <br /> Criteria "" Random sampling of calls are each assigned a customer service quality score,using United's standard <br /> internal call quality assurance program. <br /> Level Office that services Customer's account <br /> Period Annually <br /> Payment Period Annually <br /> Fees at Risk Total Dollars at Risk for this metric $3,900 <br /> Pa y ment Amount Of the Fees at Risk for this metric,percentage at risk for each gradient 20% <br /> Gradients., 92.99%-91.00% <br /> 90.99%-89.00% <br /> 88.99%-87.00% <br /> -85.00% <br /> 86.99% <br /> Below 85.00% <br /> Employee(Member)Satisfaction <br /> Definition The overall satisfaction will be determined by the question that reads"Overall,how satisfied are you with <br /> the way we administers your medical health insurance plan?" <br /> Measurement" Percentage of respondents,on average,indicating a grade of satisfied or higher 80% <br /> Criteria " Operations standard survey,conducted over the course of the year;may be customer specific for an <br /> additional charge. <br /> Level Office that services Customer's account <br /> Period Annually <br /> Payment Period Annually <br /> Fees'at Risk Total Dollars at Risk for this metric $1,950 <br /> Payment Amount Of the Fees at Risk for this metric,percentage at risk for each gradient N/A <br /> Gradients Not applicable <br /> Customer Satisfaction <br /> Definition The overall satisfaction will be determined by the question that reads"How satisfied are you overall with <br /> UnitedHealthcare?" <br /> Measurement Minimum score on a 10 point scale score 5 <br /> Criteria" " ! Standard Customer Scorecard Surve <br /> Level Customerspecific <br /> Period Annually <br /> Payment"Perod Annually <br /> Fees at Risk Total Dollars at Risk for this metric $1,950 <br /> Payment Amount Of the Fees at Risk for this metric,percentage at risk for each gradient N/A <br /> Gradients Not applicable <br /> 26 <br />