AT&T U-Verse From the Frontlines Survey
Name: 


  1. What is the main reason for the customers to call?
    Service Issues - TV Service
    Services Issues - HSIA
    Services Issues - Phone Service
    Billing/Adjustments Concerns
    U-Verse Features
    General Info Questions
    Others (Please specify)


  1. If you answered "Others", please provide additional comments:


  1. Why do customers choose AT&T U-Verse over the other providers?

    Better Access
    TV app on mobiles
    faster internet connection
    competetive package
    more channels compared to others
    Others (Specify)


  1. If you answered "Others", please provide additional comments:


  1. What does AT&T U-Verse need to improve on?



  1. On your answer to question #5, why does AT&T need to improve on this aspect?



  1. What does AT&T U-Verse need to provide more of (customers' perspective)?
        1 2 3 4 5
    IVR  
    Easy access to online account  
    Technician appointment (missed appointments; they don't want RG Swap, they want appointments instead)  
    More promotions (free hbo, free upgrade of internet service, etc.)  
    Social networking pages (twitter, facebook, etc.)  


  1. What does AT&T U-Verse need to provide more of (agents' perspective)?

        1 2
    Easy to access tools  
    More training  


  1. As Customer Support Representatives, how can we better assist our customers?

        1 2 3 4 5
    More training on call handling  
    Flexible scripting regarding disclosures  
    Tools (Familiarizing on them)  
    Flexibility in giving credits to customer  
    To have extended promotions of packages  


  1. Why do customers want to cancel their services?

        1 2 3 4
    Price  
    Service issue (Intermittent/no service)  
    Channel line up  
    Poor customer service  





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