Supplementary material
Appendix D — Claim Letter Rubric
| Category | Description |
|---|---|
| Format | 5 - Complies with all requirements for a block or modified block letter: (Writer’s Contact Info, Date, Sender’s Contact Info, Salutation, Body, Closing, Signature) 4 - Complies with all but 1 requirements for a block or modified block letter 3 - Complies with all but 2 requirements for a block or modified block letter 2 - Excludes 3 or more requirements for a block or modified block letter 1 - Document not in a block or modified block letter format |
| Salutation/Closing | 5 - Includes no errors in capitalization or punctuation and directed to a specific or general person (e.g., Customer Service Manager) 4 - Salutation and closing have 1 error in capitalization or punctuation and directed to a specific or general person 3 - Salutation and closing have 2 errors in capitalization or punctuation or directed to a department (e.g., Customer Service) instead of a person 2 - Salutation and closing have 3+ errors in capitalization or punctuation or directed to the organization (e.g., Sony) instead of a person 1 - Salutation and/or closing missing |
| Claim | 5 - Stated early and clearly identifies the dissatisfaction with product or service; No mechanical errors 4 - Stated early and clearly identifies the dissatisfaction with product or service but with 1 error 3 - Stated with wordy but comprehendible language or contains 2 mechanical errors 2 - Stated in an abrupt or challenging tone or with indirect or muddled language or contains 3+ errors 1 - No claim stated |
| Background | 5 - Provided after the initial claim as a concise narrative that contains all pertinent product info, is well-organized, and contains no mechanical errors 4 - Provided after the initial claim as a concise narrative that contains all pertinent product info, is well-organized, but contains 1 error 3 - Provided before or after the initial claim as a wordy but complete, comprehendible narrative or contains 2 mechanical errors 2 - Provided before or after the initial claim but organization, length or absence of pertinent product info impairs comprehension or writer directly challenges the manufacturer or contains 3+ errors 1 - No pertinent background info included |
| Action | 5 - Requested in a polite tone (e.g., Please refund…) with no mechanical errors 4 - Requested in a polite tone (e.g., Please refund…) with 1 mechanical error 3 - Presented with indirect but comprehendible language or contains 2 mechanical errors 2 - Demanded in a harsh tone (e.g., Refund the cost…) or language impairs comprehension or contains 3+ errors 1 - No action stated |
| Goodwill | 5 - Established at the beginning and end (‘thank you’) of letter with no mechanical errors, author seems sincere in resolving claim and continuing patronage 4 - Established at the beginning and end of letter with 1 mechanical error or lacks an explicit statement of sincerity 3 - Established only at the beginning or the end of letter or contains 2 mechanical errors 2 - Author says something negative about company or threatens future patronage or contains 3+ errors 1 - No goodwill established |
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