Metserve Ltd on site assessment

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Confirm that the engineer carried out the following:

• Phoned ahead and established relationship - confirmed the job, his name and customers name

  Yes

  No

  N/A

• Provided ETA and kept to it? (If delayed did he customer informed?)

  Yes

  No

  N/A

• Prepared himself before he rang the door bell? Did he smile and present a positive attitude?

  Yes

  No

  N/A

• Presented professional image -confirmed his name, used customer name, showed ID badge

  Yes

  No

  N/A

• Informed customer he is putting on his shoe covers to protect their home?

  Yes

  No

  N/A

• Talked with the customer to confirm understanding of the work to be carried out?

  Yes

  No

  N/A

• Did he let customer have their say? If problem, did he apologise and take ownership?

  Yes

  No

  N/A

• Was he positive about British Gas, Dyno, Call centre or colleagues & other employees?

  Yes

  No

  N/A

• Behaviour styles - did he recognise customer type and behave accordingly?

  Yes

  No

  N/A

• Asked to view any damage before starting work? If yes, did he record it and get Customer to sign?

  Yes

  No

  N/A

• Safety - did he mention "customer safety" and did he control the work space?

  Yes

  No

  N/A

• Kept the customer informed during the job ? -"Authority to proceed form" & signature as appropriate

  Yes

  No

  N/A

• Respected customers property & used clean dust sheets? ( even if only to place tool box on!)

  Yes

  No

  N/A

• Completed work on first visit, if this was possible ? ( if part required, should it be on van?)

  Yes

  No

  N/A

• Confirmed work carried out and / or asked customer to "try" to confirm repair?

  Yes

  No

  N/A

• Asked the customer if completely satisfied with the work he has done for them today?

  Yes

  No

  N/A

• Provided best advice & left a quote on any work opportunities identified?

  Yes

  No

  N/A

• Discussed the 10 leaflet and confirm the score is about him and the work completed today

  Yes

  No

  N/A

• Completed paper work correctly, explained and gained signature. Appropriate documents were left?

  Yes

  No

  N/A

• Did he ask the customer if they would use Dyno Plumbing again and recommend us to their friends?

  Yes

  No

  N/A

• Thanked the customer for choosing Dyno Plumbing

  Yes

  No

  N/A

• Overall assessment on service delivery

  Poor

  Satisfactory

  Good

  Extraordinary

• Action / improvements agreed with engineer

• Letter to engineer required

  No

  Letter A

  Letter B

  Letter C

  Letter D

• assessor Name

  Sign

• Engineers name

  Sign