Title Page
-
Week number
-
NPS meeting
-
Conducted on
-
Prepared by
-
Location
-
Personnel
-
8 week's data taken between weeks...
-
How many jobs have you completed in this period?
-
How many surveys have you received in this period?
-
What percentage of surveys have you received against jobs issued?
-
How many promoters have you had in the last 8 weeks?
-
How many Passives have you received in the last 8 weeks?
-
How many detractors have you received in the last 8 weeks?
-
How many Super detractors have you received in the last 8 weeks?
-
How do you ETA your customers?
-
Do you walk around the job with your customer prior to starting work?
-
Do you highlight the positive aspects of the work you have carried out showing dish, cable ETC?
-
Do you tailor your showcase to meet your customer's interests?
-
Do you promote the Sky Service App?
-
Do you always leave a card & promote the NPS survey?
-
Based on the information from this meeting what will you do differently from now on?
Based on the information provided today I will set the following expectations.These expectations represent a Management Request and as such must be adhered to at all times within our Health & Safety procedures. If for any reason you are unable to comply with the request the reason must be escalated to a TM or covering TM.
-
1: ETA your customers the evening before the visit by phone. 2: Understand your customers expectations before you commence work. 3: Visit the dish on every job & carry out a data log. 4: Do not leave any old/rusty dishes in place. 5: Replace any cable that has a join in it or looks old. 6: highlight positive aspects of your work. 7: Tailor your showcase to the customer. 8: Use On Demand to download missed programmes on Service calls. 9: Promote the Sky Service App to all eligible customers. 10: Leave the thank you card and promote the survey.
-
Do you understand and will you comply with this management request?
-
Do you have any feedback from the meeting or from your objectives?
-
This plan will be reviewed at Week
-
Add signature
-
Add signature