DWD Follow up check sheet

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

Details

• Date of engineer visit?

  Date

• Job type:

  Service Call

  New Install

  Repair

  Other

On Arrival

• Did customer receive a phone call from the engineer prior to your visit?

  Yes, in the morning

  A message was left

  No

  Invalid phone number

• If not did they receive an updated call?

  Yes, i received an updated call

  No, i didn't receive an updated call

  N/A

• What was the customers first impressions of the engineer?

• Did we meet customer requirements? (Job type)

  Yes, booking details were correct

  No, booking details were incorrect

• Was the work that needed to be carried out explained clearly?

  Yes, all work was explained to me

  Some of the work was explained to me

  No, I don't feel everything was explained to me

  No, nothing was explained to me

  N/A

• What was the overall condition of the machine?

• Where our detergents being used?

  Yes

  No

  N/A

• Comments:

Interaction

• Did the engineer discuss...

  Select Detergents Routine service calls baskets

  • Detergents
  • Routine service calls
  • baskets

• Customer kept up to date on any progress during the job?

  Yes they were kept up to date during this job

  No updates needed, was as originally explained

  No, there were changes they were not made aware of.

  N/A

• Were they shown all the work once finished?

  Yes they were shown

  Yes offered but declined

  No, not offered

  N/A

• Were they taken through a demonstration of the machine?

  Yes,given a full demonstration

  Not needed

  No,not given a demonstration

  Offered but was busy

• Comments:

Aftercare

• Have they had any issues since your visit?

  Yes

  None, all working ok

  haven't checked yet

• Comments:

Satisfaction

• Is there anything we could have done to have improved this visit?

  Yes

  No

• How satisfied are they with the overall visit from our engineer?

Coaching, Feedback & Development areas.

Observations

• could this visit have been improved?

  Yes

  No

  Unsure

• Overall observations and areas for development:

• How satisfied is the observer of this engineers performance?

• Customer

  Sign

• Visitor

  Sign