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What data to collect for your project – example from BT

Fixing a fault on a residential broadband line. Getting back on-line. Easy reporting. To be kept updated. To be fixed successfully. Voice of the customer. No cost. Quick. Accessible information (off-line). Daily updates from the ISP, (not on e-mail). Fixed right. Fixed 1 st time.

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What data to collect for your project – example from BT

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  1. Fixing a fault on a residential broadband line Getting back on-line Easy reporting To be kept updated To be fixed successfully Voice of the customer No cost Quick Accessible information(off-line) Daily updatesfrom the ISP, (not on e-mail) Fixed right Fixed 1st time Provide 24/7 free-phone faultreporting number Updates available byphone within 30minutes of reporting One follow-up call toeach customer within24-48 hours of fix No re-occurrenceof same faultwithin 90 days All faults fixedwithin 4 hrs Specifications Calls answeredwithin 7 rings Customer contacted once every 24 hours (min.) until fault closed Maximum of onevisit to accesscustomer site What data to collect for your project – example from BT

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