Your Customer & You version 1.0

• Visit No / Engineer Name

• Engineer No / Payroll No.

• Conducted on

  Date

• Prepared by

• Location
  Address

Risk Assessment (for visitor)

• Are there any potential hazards?

  Yes

  No

  N/A

• Are they controllable?

  Yes

  No

  N/A

• Please note hazards and control measures

Details

• 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

On Arrival

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

  Yes, the evening before

  Yes, in the morning

  A message was left

  No

  Invalid phone number

• If not did they receive an updated call?

  Yes, i received an updated call

  No, i didn't receive an updated call

  N/A

• What was the customers first impressions of the engineer?

• Did we meet your visit requirements? (Job type)

  Yes, booking details were correct

  No, booking details were incorrect

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

  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 the engineer discuss...

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

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

• Customer: 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

• 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:

Aftercare

• Which other services were you made aware of?

  Select MySky SkyGo On Demand Remote Record Other Apps Other Services

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

• Did the engineer leave a mobile number?

  Yes, I have a mobile contact number

  No number left

• Have you had any issues since your visit?

  Yes

  No

  N/A

• Did you need to call the engineer?

  Yes

  No

  N/A

• Is the customer aware of the NPS Survey?

  Yes

  None, all working ok

  I haven't checked yet

• Comments:

Satisfaction

• Is there anything we 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.

Coaching, Feedback & Development areas.

TM's Observations

• Optional observation

• Ladder used?

  Select Single Double Triple Steps/Combi No ladder used Unknown

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

• 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

• All cable routes and fixing satisfactory?

  Yes

  No

  Site not visited

• Add media

  Media

• How coulld this visit have been improved?

  Yes

  No

  Unsure

  Site not visited

• Overall observations and areas for development:

• How satisfied is the observer of this engineers performance?

• Engineer

  Sign

• TM

  Sign