ONE Service Visit

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

Risk Assessment

• Are there any potential hazards?

  Yes

  No

  N/A

• Are they controllable?

  Yes

  No

  N/A

• Please note hazards and control measures

Details

• Is this a One customer?

  Yes

  No

  Unknown

• How was this conducted?

  Onsite

  Phone call

• Date of engineer visit?

  Date

• Job type:

  Select Service Call New Install Multiroom HD Upgrade MHO Other

  • Service Call
  • New Install
  • Multiroom
  • HD Upgrade
  • MHO
  • Other

• Are you the account holder?

  Select Yes Customers partner Customers children House/flat mate Relative Neighbour Friend Somebody else

  • Yes
  • Customers partner
  • Customers children
  • House/flat mate
  • Relative
  • Neighbour
  • Friend
  • Somebody else

• Who was on site during the visit?

  Select Customer Customers partner Customers children House/flat mate Relative Neighbour Friend Somebody else

  • Customer
  • Customers partner
  • Customers children
  • House/flat mate
  • Relative
  • Neighbour
  • Friend
  • Somebody else

On Arrival

• Did you receive a phone call from your engineer prior to your visit?

  Yes, the evening before

  Yes, in the morning

  A message was left

  No

  Invalid phone number

• Can you remember the ETA you were given?

  Select Unsure 08:00-09:00 08:00-10:00 08:00-11:00 08:00-12:00 09:00-10:00 09:00-11:00 09:00-12:00 10:00-11:00 10:00-12:00 10:00-13:00 11:00-12:00 11:00-13:00 11:00-14:00 12:00-13:00 12:00-14:00 12:00-15:00 13:00-14:00 13:00-15:00 13:00-16:00 14:00-15:00 14:00-16:00 14:00-17:00 15:00-16:00 15:00-17:00 15:00-18:00 16:00-17:00 16:00-18:00 ETA NOT GIVEN

  • Unsure
  • 08:00-09:00
  • 08:00-10:00
  • 08:00-11:00
  • 08:00-12:00
  • 09:00-10:00
  • 09:00-11:00
  • 09:00-12:00
  • 10:00-11:00
  • 10:00-12:00
  • 10:00-13:00
  • 11:00-12:00
  • 11:00-13:00
  • 11:00-14:00
  • 12:00-13:00
  • 12:00-14:00
  • 12:00-15:00
  • 13:00-14:00
  • 13:00-15:00
  • 13:00-16:00
  • 14:00-15:00
  • 14:00-16:00
  • 14:00-17:00
  • 15:00-16:00
  • 15:00-17:00
  • 15:00-18:00
  • 16:00-17:00
  • 16:00-18:00
  • ETA NOT GIVEN

• Did you engineer arrive during the agreed time?

  Select Yes on time Early but called Early didn't call Late but called Late no call NO ETA GIVEN I was not on site

  • Yes on time
  • Early but called
  • Early didn't call
  • Late but called
  • Late no call
  • NO ETA GIVEN
  • I was not on site

• If not did you receive an updated call?

  Yes, i received an updated call

  No, i didn't receive an updated call

  N/A

• Where did they park?

  Select Drive way Road out side the house Road near by Allocated parking Car Park Other

  • Drive way
  • Road out side the house
  • Road near by
  • Allocated parking
  • Car Park
  • Other

• Was that a suitable place for them to park?

  Yes, they parked in a suitable place

  No, blocked driveway

  No, blocked neighbour

  Not sure where they parked

  N/A

• What were you first impressions of your engineer?

• Were the job booking details what you were expecting?

  Yes, booking details were correct

  No, booking details were incorrect

• Was the work that needed to be carried out explained to you?

  Yes, all work was explained to me

  Some of the work was explained to me

  No, I don't feel everything was explained to me

  No, nothing was explained to me

  N/A

• Comments:

Interaction

• Did you discuss...

  Select Dish Location Cable Routes Phone Points & Connections Health & Safety Practices

  • Dish Location
  • Cable Routes
  • Phone Points & Connections
  • Health & Safety Practices

• Were you kept up to date on any progress during the job?

  Yes, I was kept up to date during this job

  No updates needed, was as originally explained

  No, there were changes I was unaware of

  N/A

• Do you feel your engineer was friendly and helpful throughout?

  Yes, very helpful and friendly

  Yes he was ok

  No, not really helpful or friendly

  No, not at all

  N/A

• Were you shown all the work once finished?

  Yes i was shown

  Yes I was offered but declined

  No, not offered

  N/A

• Were you taken through an interactive demonstration of your product?

  Yes, I was given a full demonstration

  Not needed

  No, I was not given a demonstration

  Offered but I was busy

• Comments:

• Which other services were you made aware of?

  Select MySky SkyGo On Demand Remote Record Other Apps

  • MySky
  • SkyGo
  • On Demand
  • Remote Record
  • Other Apps

Are you aware of...

• MySky

  Select Yes, demonstrated by my engineer Yes, made aware by my engineer Explained but i didn't fully understand Yes, already aware No, not offered No, I have no interest

  • Yes, demonstrated by my engineer
  • Yes, made aware by my engineer
  • Explained but i didn't fully understand
  • Yes, already aware
  • No, not offered
  • No, I have no interest

• SkyGo

  Select Yes, demonstrated by my engineer Yes, made aware by my engineer Explained but i didn't fully understand Yes, already aware No, not offered No, I have no interest

  • Yes, demonstrated by my engineer
  • Yes, made aware by my engineer
  • Explained but i didn't fully understand
  • Yes, already aware
  • No, not offered
  • No, I have no interest

• On Demand

  Select Yes, demonstrated by my engineer Yes, made aware by my engineer Explained but i didn't fully understand Yes, already aware No, not offered No, I have no interest

  • Yes, demonstrated by my engineer
  • Yes, made aware by my engineer
  • Explained but i didn't fully understand
  • Yes, already aware
  • No, not offered
  • No, I have no interest

• Remote Record

  Select Yes, demonstrated by my engineer Yes, made aware by my engineer Explained but i didn't fully understand Yes, already aware No, not offered No, I have no interest

  • Yes, demonstrated by my engineer
  • Yes, made aware by my engineer
  • Explained but i didn't fully understand
  • Yes, already aware
  • No, not offered
  • No, I have no interest

• Other Apps

  Select Yes, demonstrated by my engineer Yes, made aware by my engineer Explained but i didn't fully understand Yes, already aware No, not offered No, I have no interest

  • Yes, demonstrated by my engineer
  • Yes, made aware by my engineer
  • Explained but i didn't fully understand
  • Yes, already aware
  • No, not offered
  • No, I have no interest

• Comments:

Aftercare

• Did your engineer leave a mobile number?

  Yes, I have a mobile contact number

  No number left

• Do you have the contact centre phone number?

  Yes

  No

• Do you have the team email feedback address?

  Yes, I have the team email address

  No, not offered

• Have you had any issues since your visit?

  Yes

  None, all working ok

  I haven't checked yet

• ...If applicable

• Did you call your engineer?

  Yes

  No

  N/A

• When did they respond to your issue?

  Select Instantly Within a few hours The next day A few days later did not respond N/A

  • Instantly
  • Within a few hours
  • The next day
  • A few days later
  • did not respond
  • N/A

• What was it related to?

  Select No Satellite Signal STB Faulty Cable/Dish Issues Card Pairing Not happy with workmanship Other (please specify)

  • No Satellite Signal
  • STB Faulty
  • Cable/Dish Issues
  • Card Pairing
  • Not happy with workmanship
  • Other (please specify)

• Did you have any issues after that follow up visit?

  Yes, I had further problems

  No, everything was resolved on the 2nd visit

  N/A

• Comments:

SATISFACTION

• Were you pleased with the condition your property left in?

  Yes, everything was left tidy

  Yes, it was the same

  No, things weren't put back in place

  No there was mess

  No, dish was left

• Do you feel you had enough time with your engineer?

  Yes, the time was suitable

  No, I would have liked more time

• Comments:

• Is there anything they could have done to have improved this visit?

  Yes

  No

• How satisfied are you with the overall visit from your engineer?

• Thank this customer for their time and assure them that their feedback helps us to improve the quality of service we deliver.

TM's ONSITE OBSERVATIONS

• Optional observation

• Customers age bracket

  Select Unknown 18-24 20-30 30-40 40-50 50-60 60+

  • Unknown
  • 18-24
  • 20-30
  • 30-40
  • 40-50
  • 50-60
  • 60+

• Number of STB's?

  Select 1 2 3 4 5 6+

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6+

• STB locations?

  Select Lounge Bedroom Kitchen Study Lounge and bedroom Lounge and 2 bedrooms Lounge and 3 bedrooms Lounge and Kitchen Lounge, Kitchen and bedroom Lounge, kitchen and 2 bedrooms Other

  • Lounge
  • Bedroom
  • Kitchen
  • Study
  • Lounge and bedroom
  • Lounge and 2 bedrooms
  • Lounge and 3 bedrooms
  • Lounge and Kitchen
  • Lounge, Kitchen and bedroom
  • Lounge, kitchen and 2 bedrooms
  • Other

• Dish location?

  Select Front Back Side Chimney Communal Other

  • Front
  • Back
  • Side
  • Chimney
  • Communal
  • Other

• Ladder used?

  Select Single Double Triple Steps/Combi No ladder used Unknown

  • Single
  • Double
  • Triple
  • Steps/Combi
  • No ladder used
  • Unknown

• Serviced dish & LNB?

  Select Yes New dish & LNB Yes, replaced dish & LNB LNB changed but not dish Dish changed but not LNB Not accessed, recently serviced Not accessed at all Communal Site not visited

  • Yes New dish & LNB
  • Yes, replaced dish & LNB
  • LNB changed but not dish
  • Dish changed but not LNB
  • Not accessed, recently serviced
  • Not accessed at all
  • Communal
  • Site not visited

• Evidence of H&S?

  Yes

  No

  Concerns

  Unsure, i will investigate further

  Site not visited

• Any Safety concerns?

  Yes, I have concerns about this engineers safety

  No, based on this visit I have no safety concerns

  Site not visited

• Add media

  Media

• Does this customer have broadband?

  Yes

  No

• Were phone lines connected to STB's?

  Yes

  No

  Not all were connected

  No phone sockets

  Site not visited

• Was satellite cable replaced?

  New Install

  Yes, replaced with new

  No, not changed

  Not needed, cable recently changed

  Site not visited

• All cable routes and fixing satisfactory?

  Yes

  No

  Site not visited

COACHING FEEDBACK AND DEVELOPMENT

• Could this visit have been improved?

  Yes

  No

  Unsure

  Site not visited

• Add improvement photo

  Media

• Overall observations and areas for development:

• How satisfied is the observer of this engineers performance?

• PLEASE PROVIDE YOUR ENGINEER DETAILED FEEDBACK FROM THIS VISIT AND EMAIL HIM/HER A COPY FOR THEIR PERSONAL RECORDS