NPS review meeting

• Week Number

• NPS Review Meeting

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

• How is this meeting being conducted?

  Select Face to Face Phone

  • Face to Face
  • Phone

• Last 8 weeks NPS data taken between weeks:

• Overall NPS Last 8 Weeks

• Last 8 Weeks Install Data

• Last 8 Weeks Moving Home Data

• Last 8 Weeks Service data

• Number of Promoters Last 8 Weeks

• Number of Passives Last 8 weeks

• Number of Detractors Last 8 Weeks

• Number of Super Detractors in the last 8 weeks?

• Number of jobs completed in the last 8 weeks?

• Number of surveys returned in the last 8 weeks?

• Percentage of surveys returned against jobs issued.

Thanks for meeting with me today. Last week you were set a number of of objectives and to support that I have carried out a series of customer surveys. At this meeting we will discuss the outcome of those surveys and also how you felt the week went for you.

• You were set the following actions: 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

• Last week you agreed to comply with the above actions, have you done so?

  Yes

  No

  N/A

• Engineer Feedback for last week, include what you felt worked well, what challenges you had,What you could have done differently.

• TM Feedback for last week. Review post checks- Highlight positive behaviour. Have the actions been followed? If not why not?

• TM

• Engineer

• TM

• Engineer

• TM

• Engineer

• TM

• Engineer

• TM

• Engineer

• TM

• Engineer

• Add media

  Media

• Have the actions been completed to an acceptable level? If Yes praise positive behaviour. If No highlight what was not acceptable and the next steps.

  Yes

  No

  N/A

• Thank you for your hard work please continue to comply with the action plan. This will be reviewed in 1 week's time.

• Manager

  Sign

• Engineer

  Sign