NPS I.C.P initial meeting V2.3

• Week number

NPS REVIEW & ACTION SETTING MEETING

• Conducted on

  Date

• Prepared by

• Location
  Address

• 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?

  Yes

  No

  Sometimes

• Do you highlight the positive aspects of the work you have carried out showing dish, cable ETC?

  Yes

  No

  Sometimes

• Do you tailor your showcase to meet your customer's interests?

  Yes

  No

  Sometimes

• Do you promote the Sky Service App?

  Yes

  No

  Sometimes

• Do you always leave a card & promote the NPS survey?

  Yes

  No

  Sometimes

• 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?

  Yes

  No

  N/A

• Do you have any feedback from the meeting or from your objectives?

• TEAM MANAGER

  Sign

• ENGINEER

  Sign