North 3 Post Visit Quality Check

• Job Number

• Customer Name

  Sign
• Location
  Address

• Date of Visit

  Date

• Engineer name and Tech Code

• Job Type

  Service

  install (1 box)

  install (2 box)

  install (3 box or more)

  Deinstall

• Post Visit Conducted on

  Date

• Completed by:

• Comments

ETA Procedure

• Did the Engineer call with an ETA?

• Was this in the morning or Night before visit?

• Did the engineer arrive within agreed ETA

• Updated ETA given - If Applicable

  Yes

  No

  N/A

Customer Interaction

• Did the Engineer introduce himself and show his Name Badge?

• Uniform Worn - Was it Clean and Tidy?

• Did the Engineer confirm the job details with you?

• Did the Engineer show you the work that was going to be carried out?

• Did the Engineer offer to show you completed work?

Service Only

• Did the engineer discuss the Fault History with you

  Yes

  No

  N/A

• Has the fault now been rectified

  Yes

  No

  N/A

• Did the Engineer carry out a physical check on the dish

  Yes

  No

  N/A

Dish and Cable Installation

• Dish position and cable routing agreed with customer

  Yes

  No

  N/A

• Dish and Cable Installed to best practises<br><br>

  Yes

  No

  N/A

• Were any necessary escalations made<br>

  Yes

  No

  N/A

• Cable entry hole sealed and brick burst plate used

  Yes

  No

  N/A

• Internal bush used

  Yes

  No

  N/A

On Demand

• Was On Demand connected up and demonstrated?

  Yes

  No

  N/A

• If not was it explained how to connect and the advantages of having it connected?

  Yes

  No

  N/A

Customer Demonstration

• Demonstration completed to your satisfaction

  Yes

  No

  N/A

• RCU programmed to work the customer TV

  Yes

  No

  N/A

• Was an HD Customer Demonstration leaflet left on-site and explained

  Yes

  No

  N/A

Job Closure

• Did customer sign MFT Device?

• Site left clean and tidy

• Any customer issues outstanding

  Yes

  No

NPS / CSAT

• Thinking about the engineer visit, how likely would you recommend Sky to a friend, family member or colleague - 0 "definitely not" to 10 "definitely"

• Rate the overall performance of your engineer

• Rate the engineer in ensuring your Sky TV was fully up and running before leaving

Pictures of Visit

• Picture of dish

  Media

• Picture of eyebolt hole

  Media

• Picture of sealed cable entry hole

  Media

• Any other pictures

  Media