Post Visit Quality Check NE POD

• Job Information

• Job Number

• Customer Name

• Location
  Address

• Date of Visit

  Date

• Tech Code

• Engineer

  Sign

• Post Visit Conducted on

  Date

• Completed By

  Steve Kelso

  Aaron Elsey

  Ben D'Aubney

  Craig Strong

• Completed By

  Sign

• Job Type

  Select New Install Moving Home Offer Service SEG30 Business Sevice

  • New Install
  • Moving Home Offer
  • Service
  • SEG30
  • Business Sevice

• Is it Multi-Screen

ETA Procedure

• Did the Engineer call with an ETA

  Yes

  No

  N/A

• Was this in the morning or Night before visit

  Morning

  Night Before

• Did the engineer arrive within agreed ETA

  Yes

  No

  N/A

• Updated ETA given - If Applicable

  Yes

  No

  N/A

Customer Interaction

• Did the Engineer introduce himself and show his Name Badge<br>

  Yes

  No

  N/A

• Uniform Worn - Was it Clean and Tidy

  Yes

  No

  N/A

• Did the Engineer confirm the job details with you<br>

  Yes

  No

  N/A

• Did the Engineer show you the work that was going to be carried out

  Yes

  No

  N/A

• Did the Engineer show you completed work

  Yes

  No

  N/A

Service Only

• Did the engineer discuss the Fault History with you

  Yes

  No

  N/A

• Has the fault now been rectified

  Yes

  No

  N/A

• Did the Engineer carry out a physical check on the dish

  Yes

  No

  N/A

Dish and Cable Installation

• Dish position agreed with customer

  Yes

  No

  N/A

• Cable routing agreed with Customer

  Yes

  No

  N/A

• Dish and Cable Installed to best practises<br><br>

  Yes

  No

  N/A

• Were any necessary escalations made<br>

  Yes

  No

  N/A

• Cable entry hole sealed and brick burst plate used

  Yes

  No

  N/A

• Internal bush used

  Yes

  No

  N/A

• What section of ladders used? - Select ALL ladders used

  Select Single Section Double Section Triple Section Combi Ladders Steps or Combi as steps DAT Ladders CAT Ladders No Ladders

  • Single Section
  • Double Section
  • Triple Section
  • Combi Ladders
  • Steps or Combi as steps
  • DAT Ladders
  • CAT Ladders
  • No Ladders

• Where all Health and Safety procedures followed

  Yes

  No

  N/A - No equipment needed

• Add photos of dish/cable installation

  Media

Customer Demonstration

• Demonstration completed to your satisfaction

  Yes

  No

  N/A

• RCU programmed to work the customer TV

  Yes

  No

  N/A

• Was after care promoted and card left on-site (SEG30)

  Yes

  No

  N/A

• Was an HD Customer Demonstration leaflet left on-site and explained

  Yes

  No

  N/A

Extra Services Setup

• Was the On Demand set-up for the customer

  Yes

  No

  N/A

• Did the Engineer download a program from On Demand

  Yes

  No

  N/A

• How was On Demand setup

  Select Wireless STB Wired to router Wireless via customer dongle Engineer provided wireless dongle

  • Wireless STB
  • Wired to router
  • Wireless via customer dongle
  • Engineer provided wireless dongle

• Was Sky Go set-up on any of the customers devices

  Yes

  No

  N/A

• Is the customer able to access My Sky

  Yes

  No

  N/A

• Have other services been offered, promoted or demonstrated

  Select Sky Go Sky+ App My Sky Sky Email Sky Go Extra On Demand Multi Screen Sky Broadband The Cloud Wireless Booster Sky 3D Any Additional Sky Apps

  • Sky Go
  • Sky+ App
  • My Sky
  • Sky Email
  • Sky Go Extra
  • On Demand
  • Multi Screen
  • Sky Broadband
  • The Cloud
  • Wireless Booster
  • Sky 3D
  • Any Additional Sky Apps

Job Closure

• Site left clean and tidy

  Yes

  No

  N/A

• Did customer sign MFT Device

  Yes

  No

  N/A

NPS / CSAT

• Thinking about the engineer visit, how likely would you recommend Sky to a friend, family member or colleague - 0 "definitely not" to 10 "definitely"

• Rate the overall performance of your engineer

• Rate the engineer in ensuring your Sky TV was fully up and running before leaving

• Any customer issues outstanding

  No

  Yes

Comments

• Any Additional Pictures

  Media

• Team Managers overall rating of job/service provided

• TM Comments

• Actions Given

• Engineer Comments

• Date feedback given to Engineer

  Date

• Engineer Signature

  Sign

• Manager Signature

  Sign