Title Page

  • Week number

NPS REVIEW & ACTION SETTING MEETING

  • Conducted on

  • Prepared by

  • Location
  • Personnel

IDENTIFY SUPPORT ALREADY GIVEN TO ENGINEER

PERFORMANCE

  • What is your year to date NPS?

  • 8 week's data taken between weeks...

  • What is your NPS for the last 8 weeks?

  • What is your Install NPS for the last 8 weeks?

  • What is your Moving Home NPS for the last 8 weeks?

  • What is your Service NPS for the last 8 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?

TM TO REVIEW DATA DASH FOR RECENT ON DEMAND & REVISIT PERFORMANCE & OMS DATA FOR QUALITY TIME SPENT ON SITE AND SET EXPECTATIONS AS APPROPRIATE.

ENGINEER

  • 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?

  • This plan will be reviewed at Week

  • 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?

  • TEAM MANAGER

  • ENGINEER

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