DTV CSAT
Name: 


A red asterisk (*) indicates required questions.

  1. 1 Using a scale of 1 to 4 where 4 is least and 1 is most, please indicate what is the most complicated scenario to resolve?*
        1 2 3 4
    Explain partial charges  
    Assist Customers guiding them through the website and into their account  
    Explain to the customer they need to pay the full amount (due and current) to get the service reconnected  
    Explain the customer they need to cancel the premium services on a rebate  


  1. Out of 10 calls how many correspond to one of these topics? *

            1 2 3 4 5 6 7 8 9 10      
      Explain partial charges 1 10  
      Assist Customers guiding them through the website and into their account 1 10  
      Explain to the customer they need to pay the full amount (due and current) to get the service reconnected 1 10  
      Explain the customer they need to cancel the premium services on a rebate 1 10  
      IVR complaints  1 10  


  1. Using a scale of 1 to 4 where 4 is least and 1 is most, which of the following is the most frequent reason why customers want to cancel their premium services:*
        1 2 3 4 5
    Partial charges for DUOs.  
    Partial charges for Movers Connection Promotion  
    Promotion has ended.  
    Customer was not aware they had to call to cancel promotion  
    Other- please specify  


  1. If your response in the previous question was "Other" please specify


  1. In a scale from 1 to 4, which is the most frequent reason why new customers complain? (1 being the highest)*
        1 2 3 4 5
    Not aware rebate would last only 12 months.  
    Not aware they could not submit their rebate once the account has been activated  
    Not aware they had to pay the $6 mirroring fee.  
    Not aware they had to call to cancel the premium channels offer.  
    Other- please specify  


  1. If your response in the previous question was "Other" please specify


  1. If you will improve your C-sat score by offering a first call resolution how do you believe this would affect your score on the following metrics:*

            1 2      
      Credits  Improve Worsen   
      Transfer  Improve Worsen   
      AHT Improve Worsen   
      QA  Improve Worsen   


  1. What could Teleperformace or Direct TV provide you with to improve C-Sat (Customer Satisfaction) Score?*





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