From the Frontline v2
Name: 


  1. How does Reachout Wireless compare to other Lifeline providers?
     
      1 2 3 4 5  
    Much Worse  Much Better


  1. What Reachout Wireless product or issue generate the most complaint from the customer?
    Monthly Minutes
    Unlimited Plan
    Payment methods (MoneyGram/WU/CC/DC)
    Equipment Issues
    Shipping Issues
    Activation/Enrollment
    Others


  1. What is the most common reason for customer repeat call?
    Follow up on documents sent
    Equipment delivery
    Equipment issue
    Monthly Minutes
    Unlimited Plan
    Others


  1. What is the most common handset issue you encounter in troubleshooting?
    Battery / Charger issues
    Faulty phone unit
    Unable to receive/make calls
    Speaker/Microphone problems
    Programming
    Others


  1. What are the top 3 issues you end up resolving/escalating that was not supposed to have been an issue initially?
    Enrollment/Activation
    Shipping
    Equipment Issues
    Monthly Minutes
    Others


  1. What is the most common reason why customers want to cancel service or transfer to another provider?
    Unresolved technical Issue
    Lifeline policies/processes
    Unlimited plan issues
    Shipping processes
    Others





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