EE CUSTOMER JOURNEY

• Document No.

• Audit Title

• EE Customer Observation

• Date of Observation

  Date

• Store

SHOP FLOOR

• Is there a concierge in place?

  Yes

  No

  N/A

• Is there a queue manager in place ?

  Yes

  No

  N/A

• Has the customer been passed/introduced from the Queue manager or Concierge?

  Yes

  No

  N/A

INTRODUCTION

• NAME BADGE

• Introduction

• Eye Contact

• Body Language

• Has the Advisor taken the customer name & Introduced them self?

CUSTOMER

• How may we assist the customer?

• Questioning & listening skills?

• PAYM - NEW & ADDITIONAL

• UPGRADES

• PAY AS YOU GO

• HANDSET FAULT

• OTHER (HBB.. SIM REPLACEMENT..)

PAYM - NEW & ADDITIONAL

• EXISTING - Details entered into compass?

  Yes

  No

  N/A

• NEW - Current provider & AMS?

  Yes

  No

  N/A

• Demo?

  Yes

  No

  N/A

• Has the tariff & contract term been accepted by the customer?

  Yes

  No

  N/A

• First bill explained?

  Yes

  No

  N/A

• Is the information clear?

• Does the customer Qualify for a 2nd line offer?

  Yes

  No

  N/A

• Can we introduce a tablet or a sharer?

  Yes

  No

  N/A

• HBB - Who is the current provider & AMS?

  Yes

  No

  N/A

• Has the HBB offers been discussed including the extra data promotion ?

  Yes

  No

  N/A

UPGRADES

• Has the CTN been entered into compass?

  Yes

  No

  N/A

• Is the customer eligible ?

  Yes

  No

  N/A

• Is there an early upgrade fee?

  Yes

  No

  N/A

• Discussed current tariff & AMS?

  Yes

  No

  N/A

• Discussed new tariff, contract term, benefits and extras?

  Yes

  No

  N/A

• Has the tariff & contract term been accepted by the customer?

  Yes

  No

  N/A

• Pro rata bill explained?

  Yes

  No

  N/A

• Is the information clear?

• Does the customer Qualify for a 2nd line offer?

  Yes

  No

  N/A

• Can we introduce a tablet or a sharer?

  Yes

  No

  N/A

• HBB - Who is the current provider & AMS?

  Yes

  No

  N/A

• Has the HBB offers been discussed including the extra data promotion ?

  Yes

  No

  N/A

PAY AS YOU GO

• New Customer ?

  Yes

  No

  N/A

• Sim only offered ?

  Yes

  No

  N/A

• Questioning & listening skills?

• Existing customer top up?

  Yes

  No

  N/A

• Has CTN been entered into compass?

  Yes

  No

  N/A

• Current usage & top up compared against sim only ?

  Yes

  No

  N/A

• Offer accepted ?

  Yes

  No

  N/A

• HBB - Who is the current provider & AMS?

  Yes

  No

  N/A

• Has the PAYGO HBB offers been discussed?

  Yes

  No

  N/A

HANDSET FAULT

• Has the CTN been entered into compass?

  Yes

  No

  N/A

• Is the customer eligible for an upgrade?

  Yes

  No

  N/A

• Is their an early upgrade fee?

  Yes

  No

  N/A

• Has recycle & reward been offered to help towards early fee?

  Yes

  No

  N/A

• Has the customer accepted early upgrade offer?

  Yes

  No

  N/A

• Questioning & Listening skills?

TRANSACTION

• Welcome wallet?

  Yes

  No

  N/A

• Chip & Pin completed ?

  Yes

  No

  N/A

• EID Required?

  Yes

  No

  N/A

• AVS CHECK?

  Yes

  No

  N/A

• Credit decision printed & taken to SFM ?

  Yes

  No

  N/A

• Has the paperwork been checked & signed by SFM?

  Yes

  No

  N/A

NPS & MY EE APP

• Has the customer been educated about NPS?

  Yes

  No

  N/A

• Has the My EE app been downloaded & demo ?

  Yes

  No

  N/A

FOND FAREWELL

• Welcome wallet - Your name & Contact details

  Yes

  No

  N/A

• Walk through the star offer bay ?

  Yes

  No

  N/A

• Extras explained?

  Yes

  No

  N/A

• 2 for 1 Cinema & Pizza Express

• Deezer

• EE Film

• Farewell

• Passed onto colleague to demo Muse headphone?

  Yes

  No

  N/A

TANGIBLE ACTIONS & CLEAN UP

• Is the desk area clean & ready for next customer ?

  Yes

  No

  N/A

• HBB- Print out of line check

• REPAIR- Compass print out

• TOP UP -Compass print out

• NON SALE - Compass print out

• Employee

  Sign

• Select date

  Date

• Observer

  Sign

• Select date

  Date