Home
FAQ
About
Log in
Subscribe now
TNPS Bi-Hourly Tracker.v1
Tools
Copy this to my account
Start over
Print
Help
A red asterisk (*) indicates required questions.
Survey Date (MM/DD/YYYY)
Example: 10/26/2017
*
LOB
BLUE Billing
RED Billing
New Connex
*
Agent Name (Medallia Name)
*
TNPS Score
1
2
3
4
5
6
7
8
9
10
*
TNPS Category
Promoter
Passive
Detractor
*
Call Driver
Account inquiry
Account maintenance
Bill dispute
Bill not received
Billing query shock
Collections Account
Manage payments
Neon Issue
Panasonic TV
Promotion not placed
Provisioning- Failed install status
Provisioning- Hardware missing or Return order
Provisioning- New connection
Provisioning- Porting reassignment
Provisioning- Relocation request
Provisioning- RFS status
Provisioning- Service feature change
Request credit compensation
Restore Restricted service
Self service
Sky Issues
Stop Email/Email Retirement
Technical Issue
Update account details
VDSL Migration
*
Root Cause
Positive- Efficiency (Prompt / Timely Resolution)
Positive- Friendly/Pleasant/ Helpful/ Polite
Positive- Generic positive statement
Positive- Happy with customer service
Positive- Issue was resolved
Positive- Knowledgeable
Positive- Less Wait Time
Positive- Patience
Positive- Professional
Positive- Satisfied with products & services
People- Accent is difficult to understand
People- Agent cannot understand the customer
People- Did not assure customer
People- Did not check customer history
People- Did not complete follow up tasks
People- Did not do extra mile
People- Did not leave useful interaction notes
People- Did not provide alternative solution
People- Did not recap
People- Did not use proper language
People- Does not seem willing to help
People- Excessive use of hold
People- Incomplete / Incorrect probing
People- Incomplete / Incorrect resolution
People- Incorrect process followed
People- Incorrect transfer procedure
People- Lack of Acknowledgement
People- Not engaged
People- Rude or Unprofessional
People- Unable to effectively articulate resolution (Communication)
Process- Too much time / effort
Process- Ongoing / unresolved issue- Billing
Process- Ongoing / unresolved issue- Provisioning
Process- Incorrect referral to other channels
Process- Customer not informed
Process- Incorrect notification
Process- Long wait time and/or multiple transfers
Process- Outsourcing issues
Process- Background Noise
Product- Difficult to setup
Product- Difficult to use
Product- Incomplete hardware
Product- Intermittent connection
Product- Limited Channels / Program
Product- Limited coverage
Product- Limited TV / Apps / Download
Product- No other brand options
Product- No service
System- Not receving invoice
System- Outages
System- Sky no signal
System- Slow or no connection
System- Unable to log in online
*
Comments
Vodafone Offshore
View profile