Sky customer experience

• Job/Customer No.

• Location
  Address

• Engineers Name

• Tech no

• Job description

• Conducted on

  Date

• Completed by

ETA PROCESS

• Did you recieve an ETA From the engineer?

  Yes

  No

• When and how did you get the ETA?

  Night before phone

  night before text

  On the day phone

  On the day text

MEET & GREET

• Did the engineer arrive in the specified ETA window

  Yes

  No

• If not did the engineer make contact?

  Yes

  No

• Diid the engineer discuss what work was going to be carried out?

  Yes

  No

• DId the engineer consult you on where the dish was to be sited and the cable route?

  Yes

  No

SERVICE CALL

• Did the engineer discuss the fault?

  Yes

  No

  N/A

• Did the engineer explain what was needed to fix the fault?

  Yes

  No

  N/A

• Did the engineer resolve the problem?

  Yes

  No

  N/A

WALK THROUGH?

• Did the engineer show you what work had been completed?

  Yes

  No

KNOWLEDGE OF PRODUCTS?

• Did you receive a demonstration including on demand?

  Yes

  No

• Did the engineer show/inform you of the sky apps/rewards?

  Yes

  No

END RESULT

• Was the engineer tidy?

  Yes

  No

• Was there any damage caused?

  No

  Yes

• Was the visit as agreed and your expectations met?

  Yes

  No

HEALTH & SAFETY

• What ladder was used to access the dish?

  No ladder

  Steps / combi

  Single / double / tripple

  CAT

  DAT/SAT

• Was there evidence of an eyebolt?

  Yes

  No

  N/A

• Was the cable hierarchy followed?

  Yes

  No

QUALITY ASSESMENT

• Dish positioning?

  Yes

  No

  N/A

• External cable clipping?

  Yes

  No

  N/A

• Internal cabing?

  Yes

  No

  N/A

• Entry / Exit points acceptable?

  Yes

  No

• How was the box connected?

  M/room

  Telephone

  Internet

• Was all boxes connected to phone line?

  Select All boxes connected to phone line Some boxes connected None connected

  • All boxes connected to phone line
  • Some boxes connected
  • None connected

ADDITIONAL INFO

• Add media

  Media

• Do you have any comments that you would like to make?

  Yes

  No

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

• What was your reasoning for the score?