Sky customer experience checklist
Experience form
What does this form include?
This form contains 13 sections:
ETA PROCESS
- Did you recieve an ETA From the engineer?
MEET & GREET
- Did the engineer arrive in the specified ETA window
- Diid the engineer discuss what work was going to be carried out?
- DId the engineer consult you on where the dish was to be sited and the cable route?
SERVICE CALL
- Did the engineer discuss the fault?
- Did the engineer explain what was needed to fix the fault?
- Did the engineer resolve the problem?
WALK THROUGH?
- Did the engineer show you what work had been completed?
KNOWLEDGE OF PRODUCTS?
- Did you receive a demonstration including on demand?
- Did the engineer show/inform you of the sky apps/rewards?
END RESULT
HEALTH & SAFETY
- What ladder was used to access the dish?
QUALITY ASSESMENT
- Dish positioning?
- External cable clipping?
- Internal cabing?
Add media
Do you have any comments that you would like to make?
- Do you have any comments that you would like to make?
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”?
- 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?
Use this template