Customer Cancelled Terminations (appointments (lead time (Field don't…
Customer Cancelled Terminations
Quality of call
Quality of training
Gaps in the process
owner of KPI'S
ultimate responsibility for terminations
customer felt pressured in booking
OJB Script differences
Still includes meter distance question
Which is most successful?
How helpful are the Script questions?
Quality of leads?
prompt of requirements adult needs to be present
prompt regarding supply of for a short period
18% terminations OJB vs 17% Telephony
quality of letter
hard to cancel/ reschedule
is termination correctly recorded
internal request issues?
Operational definitions of termination types
do all cancellations go through the same route
no option for retention
engineer appears late in timeslot
timeslot wrong in toughpad or customer forgotten
Can engineer reschedule when attending termination
incentive or penalty?
Time of appointment
No adult present
How well is this communicated?
quality of call
trends or areas of concern
Field don't have visibility of lead time
disconnect between lead time & planning
volume of appointments vs quantity
understanding of value
Do customers want Smart Meters?
Can marketing effect value understanding
Optimising comms with customer
quality of the lead
Customer understanding of process
change in customer view of SMART
change in customer life
85% Cancellations due to metering