Pilot Group Survey July 2014


  1. On a Scale from 1-5, how much did training prepare you for the different parts of your job? (1 being training was poor, 5 being training was excellent)
        1 2 3 4 5
    Enrollment Calls  
    Experian  
    Renewal Calls  
    ERCOT  
    MVI/MVO/Transfer Calls  


  1. What areas do you feel you need more training in? Choose all that apply.
    MVI/MVO Transfers
    Enrollments
    Renewals
    Other


  1. If you answered "other" on the previous question, please give specifics on what you need more training on.


  1. What motivates you to complete an Enrollment/Renewal? Choose all that apply.
    A Good QA Score
    To ensure the customer stays with Stream
    It is my job
    To keep the customer happy.


  1. What would be some other ways you would be motivated to complete more Enrollments/Renewals?


  1. What information would be helpful to you in a printed job aid on your desk? Pick all that apply.
    Phone Numbers
    Transfer Steps
    Fees
    Enrollment/Renewal tips
    Other


  1. If you answered "other" on the previous question, please give your suggestions here.


  1. What topics do we need more information on in Stroogle? Pick all that apply.
    Enrollment/Renewal
    MVI/MVO Transfer
    None
    Other


  1. If you answered anything other than "none" on the previous answer, please give specific examples here.


  1. When do you need more floor support? Pick all that apply.
    Mornings
    Afternoons
    Evenings
    Saturdays


  1. On a scale of 1-4, how available are the supervisors to help you?
    1-They are never available
    2- They are rarely available
    3-They are mostly available
    4-They are always available


  1. On a scale of 1-4, how knowledgeable are the Supervisors about your calls?
    1- They can never answer my questions
    2- They rarely know the answers to my questions
    3-They can almost always answer my questions
    4. They know EVERYTHING