To better understand your customers’ experience of having their broadband faults resolved we are launching a new fault resolution survey. To take part in the survey, you will need to opt in.

What’s happening?

We understand your customers want their broadband connection to be always on, but that if something goes wrong we fix it as quickly as possible. Getting this experience right is critical, so it’s important for us to understand the experience your customers are currently having with our service and where this can be improved

As a result we are now looking to launch a new end-customer survey to help us understand the fault resolution experience. Not only will this enable us to take the right actions in the future to ensure the experience is what it should be, it will also enable us to measure the performance of our technicians when they are visiting your customers’ homes and businesses fixing faults. This will provide us with key performance metrics to ensure that our technicians are providing the right experience to your customers.

What’s the details?

The survey will be sent to a sample of fibre and copper customers who had a fault logged and resolved with Chorus.

Results of the survey will be provided to you through our new online Qualtrics dashboard, where you will be able to view the results for your customers (assuming we received more than 100 responses in a 3 month period) and benchmark yourselves against the industry average.

For more information regarding the specific questions to be used, please follow this link. The survey will be sent via e-mail or SMS depending on the contact details we hold.

Next steps

To allow us to start surveying your customers, please sign the consent form which can be found here and return it to your Service Delivery Manager by Wednesday 14 August. 

Contact

For any queries please contact your Service Delivery Manager.