ML - DTV Comm - Lankford - 090913 - (copy)

15-Day Post-Nesting Survey
Name (optional): 


  1. What parts of training prepared you to effectively handle calls?


  1. What information do you feel could have been explained further to allow you to effectively handle calls?


  1. How effective was the lead/Team Manager support during training and nesting? Please explain.


  1. What call types do you feel are the most challenging to handle? Why?


  1. How many times have you received a coaching session from your Team Manager since you arrived on the production floor?
    3 or less
    more than 3


  1. How many times have you received a coaching session from your Quality Assurance Representative since you arrived on the production floor?
    3 or less
    more than 3


  1. How many times have you been able to listen to a call and review the screen capture with your Team Manager?
    3 or less
    more than 3


  1. How many times have you been able to listen to a call and review the screen capture with your Quality Assurance Representative?
    3 or less
    more than 3


  1. What behaviors have you been asked to focus on during your coaching sessions?


  1. What behaviors have you changed since joining the production floor?


  1. Do you feel your Manager is accessible? (If no, please explain what you feel can be changed.)


  1. Do you feel that you are part of a team? (If no, please explain what you feel can be changed.)


  1. Do you feel you receive recognition for performing your job duties effectively? (If no, please explain what you feel can be changed.)


  1. What do you enjoy the most about your working environment?


  1. What do you enjoy the least about your working environment?


  1. As a representative of DIRECTV, what does NPS mean to you?


  1. What do you focus on during your call to ensure you receive a Promoter score?


  1. How do you relay value to our customers to ensure they understand how great our programming is?





Bill Ford
Tampa, FL