Telco NPS Short Survey 2021
Respondents Profile Information
Full Name *
Gender *
Client Type *
If other, please specify:
Industry *
Role / Position
Designation *
If other, please specify:
Questionnaire
How do you rate your Telco connection for speed? *
If answer is 1-3, you need to establish the following: • Are you receiving lower speed than you have subscribed for? • Have you done a speed test to verify? Is your problem with network stability?
Please rate your Telco connection for reliability / stability? *
How often is it unstable? Do you report every time it is unstable? • Did Telco explain why it is unstable and possible solution:
How would you rate our turnaround time to resolve your problems? *
If answer is 4-5, Understand: Was it resolved on the call? Was if resolved by a field team?: If answer is 1-3, you need to establish the following: • Did staff keep you updated and informed on the work they are executing? Did you have to ask and follow up?
Are your calls answered promptly when you were seeking support day or night? *
If answer is 1-3, you need to establish the following: • How long did it take to answer the call? :
How do you rate the accuracy and timeliness of our invoices and billing? *
If answer is 1-3, you need to establish the following: • Give an example where staff failed to give you accurate and timely information :
Which communication platform would you prefer to use when dealing with Telco?
| SMS | Live Chat | Telephone Call | |||
|---|---|---|---|---|---|
| 1 | |||||
| 2 | |||||
| 3 | |||||
| 4 | |||||
| 5 |
If other, please specify:
How would you rate our staff on their customer service etiquette, friendliness and professionalism? *
If answer is 1-3, you need to establish the following: Why?:
Are our staff knowledgeable, displaying expertise and interest in understanding and resolving your problem? *
If answer is 2-3, you need to establish the following: What was unsatisfactory as you dealt with the staff?:
How would you rate the general appearance of the staff and personal hygiene? *
If answer is 1-3, you need to establish the following: What was unsatisfactory in their presence? :
How would you rate your overall experience with Telco as your service provider versus other providers in the market place? *
If answer is 3, you need to establish What are we doing better than competition? If answer is 1-2, you need to establish the following: • Give an example of competitors products and services are better than Telco Suggest areas of improvement?:
How likely would you recommend Telco to a friend or another business? *
If answer is 1-3, you need to establish the following: • State the reason why you would not recommend Telco to a friend or colleague: