Since launching Multiple Primaries in February, we have identified some key improvement opportunities through our customer experience survey.

We would like to share these findings with you to support improving your customers experience, by reducing effort for them and reducing calls to your help desks.

a)    Communicating the correct LAN Port

Finding - A Connect Primary order can now be activated on another LAN port if there is an existing primary service on the same ONT. Our survey is showing that customers do not know which port to connect to or are being advised to connect their modem to the wrong port.

Recommendations 

1. Ensure customer communications are updated with the correct ONT LAN port identification to properly connect their modem. 

2. Ensure frontline reps are advising customers the correct ONT LAN port to connect to. 

3. Ensure support teams (e.g. Assure teams) are completing appropriate checks when trouble shooting for end-customers, this would include the use of the Assure website to identify which port the customer has the modem connected to.

b)    Address and ONT record order accuracy  

Finding - There have been a significant number of connect primary orders created against the wrong ONT or address when end-customers are moving premises. Multiple Primary orders have a higher rate of completion compared to Connect and Replace, so this is often not detected until the order is completed.

Recommendations 

1. Ensure the end-customer has provided the correct address. 

2. When possible, confirm the ONT serial number with the end-customer during the order creation or when supporting the end-customer with a post activation query. 

Contact

If you have any questions, please contact your account team.