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Allegiance Voice

Allegiance Voice

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Allegiance Voice

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Presentation Transcript

  1. Allegiance Voice April Report

  2. General Overview • 41 submissions through the Voice Tool in April • Compliments – 40 • Complaints – 30 • Questions – 9 • Suggestions – 2

  3. General Compliment Sentiment • All compliments are about customer service reps and techs • Courteous • Fast • Knowledgeable • Patient – especially when dealing with Internet issues in the home

  4. General Complaint Sentiments • The one week outage in the Northwestern portion of the state made up the bulk of the complaints in April • Complaints about the stability of cable • Especially in McCook

  5. Verbatim Comment for Internet Outage

  6. Questions • How to use eBill • Will work on educational resources for customers about eBill • Next set of video tutorials will be about eBill • Text based instructions to be made available on the web • DVR questions • Working on DVR instructions

  7. What are Customers Talking About? • Customer Service – 46 • Compliments – 37 • Complaints – 6 • Questions – 3 • Suggestions – 0

  8. What are Customers Talking About? • Products and Services – 22 • Compliments – 0 • Complaints – 17 • Questions – 2 • Suggestions – 3

  9. Key Takeaways • Areas of Strength • Customer Service is still seen as a significant benefit of being a GPC customer • Areas of Concern • Echoing the Pulse survey, price and quality are high on list of complaints • McCook cable complaints account for 50% of complaints since Mar 1st • 10% of total complaints