TM Telephone Post Check

Before starting any new document ensure to refer to previous visits/interactions to identify any outstanding actions that may need to be carried forward. Any progress should be recognised and praised.

• Engineer details (**payroll number must be included**)

• Prepared by

• Conducted on

  Date

TELEPHONE POST CHECK

• Job No

• Date of Visit

  Date

• Job Type

  Select Service Install Install (multi-screen) MHO MHO (multi-screen) Other

  • Service
  • Install
  • Install (multi-screen)
  • MHO
  • MHO (multi-screen)
  • Other

CUSTOMER - ETA

• Did your Engineer give you an ETA ?

  Yes

  No

• Did your Engineer give you that the Night Before or On the Day of the visit ?

  Night Before

  On the Day

• Was this via Telephone Call, Text or Voicemail ?

  Telephone Call

  Text / SMS

  Voicemail

• Did your Engineer arrive within the original ETA set ?

  Yes

  No

• Did your Engineer update you with a new ETA ?

  Yes

  No

• Was this via Telelphone Call or Text ?

  Telephone Call

  Text / SMS

  Voicemail

• Comments

CUSTOMER - Engineer's Appearance

• When the Engineer arrived at your Property on scale from 0-10 : 10 is very Smart and Professional in Appearance 0 is Very Untidy and Unprofessional in Appearance

  Select 0 - 😡 1 - 😡 2 - 😡 3 - ☹️ 4 - ☹️ 5 - ☹️ 6 - ☹️ 7 - 😕 8 - 😕 9 - 😀 10 - 😀

  • 0 - 😡
  • 1 - 😡
  • 2 - 😡
  • 3 - ☹️
  • 4 - ☹️
  • 5 - ☹️
  • 6 - ☹️
  • 7 - 😕
  • 8 - 😕
  • 9 - 😀
  • 10 - 😀

• Comments

CUSTOMER - Engineers Quality of Interaction and Customer Service

• Did your Engineer Introduce Him/Herself on arrival ?

  Yes

  No

• Did your Engineer Talk you through the Job Prior to beginning any work ?

  Yes

  No

• Did anything need to changed form the planned work during the job ?

  Yes

  No

• Did your Engineer discuss these changes with you before continuing ?

  Yes

  No

• Were you happy with the changes that took place ?

  Yes

  No

• Please add comments

• Did your Engineer ask to show you the completed work I.e. Cable run and Dish location ?

  Yes

  No

• Are you satisfied with the Quality of the work completed ?

  Yes

  No

• Please add comments.

• Did your Engineer discuss the work carried out with you on Completion ?

  Yes

  No

• Are you satisfied with the Quality of the work completed ?

  Yes

  No

• Please add comments.

• Did your Engineer ask to show you the completed work I.e. Cable run and Dish location ?

  Yes

  No

• Are you satisfied with the Quality of the work completed ?

  Yes

  No

• Please add comments.

• Comments

Demonstration / Showcase

• Did your Engineer give you a Demonstration of the Functions of the Set Top Box ?

  Yes

  No

• Did your Engineer show you any New Features that you were not already aware of ?

  Yes

  No

  N/A

• Did your Engineer discuss or show you any of the following Apps ?

  Select SkyGo Sky+ SkyService SkySports SkyMovies SkyNews SkyStore SkyWifi SkySorts Football

  • SkyGo
  • Sky+
  • SkyService
  • SkySports
  • SkyMovies
  • SkyNews
  • SkyStore
  • SkyWifi
  • SkySorts Football

• Comments

Completing the Visit

• Did your Engineer leave you with a guide showing where you could find support, advice and information ?

  Yes

  No

• Did your Engineer leave site clean, tidy and removed any rubbish ?

  Yes

  No

• How would you describe the Engineers Attitude towards your Visit : 0 Very Negative 10 Very Positive

  Select 0 - 😡 1 - 😡 2 - 😡 3 - ☹️ 4 - ☹️ 5 - ☹️ 6 - ☹️ 7 - 😕 8 - 😕 9 - 😀 10 - 😀

  • 0 - 😡
  • 1 - 😡
  • 2 - 😡
  • 3 - ☹️
  • 4 - ☹️
  • 5 - ☹️
  • 6 - ☹️
  • 7 - 😕
  • 8 - 😕
  • 9 - 😀
  • 10 - 😀

• Is there anything your Engineer could have done to improve the experience for you ?

  YES

  NO

• Please add comments on areas for improvement.

• Was the NPS Survey Promoted ?

  Yes

  No

• Engineer Rating - Based on the Visit from your Engineer how likely would you be to recommend Sky to somebody else ?

  Select 0 - 😡 1 - 😡 2 - 😡 3 - ☹️ 4 - ☹️ 5 - ☹️ 6 - ☹️ 7 - 😕 8 - 😕 9 - 😀 10 - 😀

  • 0 - 😡
  • 1 - 😡
  • 2 - 😡
  • 3 - ☹️
  • 4 - ☹️
  • 5 - ☹️
  • 6 - ☹️
  • 7 - 😕
  • 8 - 😕
  • 9 - 😀
  • 10 - 😀

• Comments

Comments and Feedback

• TM

  Sign

• Engineer

  Sign