National DSL - Customer Experience Audit

• VPL Project ID

• Customer Name

• Technician Name

• Assessor Name

• Conducted on

  Date
Instructions:
- A minimum of 20 audits per Field Manager/ Programme Manager per Month in conjunction with QA audits
- Field Managers to ask these questions of the end user/ customer of recently installed Visionstream DSL work order
- Preference is for face to face auditing, however in some cases a phone call to customer is acceptable Introduction with the customer and setting expectation:
"I would like to ask you 7 questions about the technician who completed your installation"

Telecommunications Safety Essentials

• 1. Did the technician arrive at your premises on time?

  Yes

  No

  N/A

• Details of rectification completed:

• 2. We're they neat and well presented?

  Yes

  No

  N/A

• Details of rectification completed:

• 3. Did they clarify and confirm what work was required?

  Yes

  No

  N/A

• Details of rectification completed:

• 4. We're you kept informed of the progress?

  Yes

  No

  N/A

• Details of rectification completed:

• 5. Was the work area left clean and tidy?

  Yes

  No

  N/A

• Details of rectification completed:

• 6. Did they show you the location of the service delivery point?

  Yes

  No

  N/A

• Details of rectification completed:

• 7. Did the tech return from the exchange or ask you to plug the modem in to connect it again?

  Yes

  No

  N/A

• Details of rectification completed?

Corrective Actions

• Are there any corrective actions as a result of observations?

  Yes

  No

• Enter Corrective Action

Corrective Action

• By When:

  Date

• By Who:

Sign-off

• Assessor signature:

  Sign

• Select date

  Date

Sign-off

• Customer/ End User signature:

  Sign

• Select date

  Date