Information
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Client / Site
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Conducted on
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Prepared by
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Location
Risk Assessment (for visitor)
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Are there any potential hazards?
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Are they controllable?
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Please note hazards and control measures
Details
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Date of engineer visit?
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Job type:
- Service Call
- New Install
- Multiroom
- HD Upgrade
- MHO
- Other
On Arrival
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Did customer receive a phone call from the engineer prior to your visit?
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If not did they receive an updated call?
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What was the customers first impressions of the engineer?
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Did we meet your visit requirements? (Job type)
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Was the work that needed to be carried out explained clearly?
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Comments:
Interaction
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Did the engineer discuss...
- Dish Location
- Cable Routes
- Phone Points & Connections
- Health & Safety Practices
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Customer: Were you kept up to date on any progress during the job?
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Were you shown all the work once finished?
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Were you taken through an interactive demonstration of your product?
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Comments:
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Which other services were you made aware of?
- MySky
- SkyGo
- On Demand
- Remote Record
- Other Apps
- Other Services
Aftercare
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Did the engineer leave a mobile number?
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Do you have the team email feedback address?
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Have you had any issues since your visit?
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Did you need to call the engineer?
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Comments:
Satisfaction
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Is there anything we could have done to have improved this visit?
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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
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Optional observation
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Ladder used?
- Single
- Double
- Triple
- Steps/Combi
- No ladder used
- Unknown
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Evidence of H&S?
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Any Safety concerns?
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Add media
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Does this customer have broadband?
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Were phone lines connected to STB's?
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All cable routes and fixing satisfactory?
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How coulld this visit have been improved?
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Overall observations and areas for development:
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Customer
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Visitor