Customer Experience CUU


A red asterisk (*) indicates required questions.

  1. Of every 10 calls you receive, select the amount that you receive for each of the following call drivers ?
    *

            1 2 3 4 5 6 7 8 9 10      
      Refer a Friend 1 10  
      Movers Offers 1 10  
      Credits on recently added promotions being reflected on DIRECTV.com ahead of time 1 10  
      Refund time frames 1 10  
      Reinstate services 1 10  
      Promotion/pricing for News customers vs. Old customers 1 10  


  1. In your experience, what is negatively impacting Customer Satisfaction?*


  1. Of every 10 calls you receive, select the amount that you receive from customers who are misinformed?
    *
     
      1 2 3 4 5 6 7 8 9 10  
    1  10


  1. What would you suggest for DIRECTV to do to improve Customer Satisfaction or prevent unhappy customers?*


  1. Describe in your experience, what do customers appreciate the most:
    (About the product, service, offer, IVR, call process, etc.)*





Human Capital