Customer Survey On Sky Internet Service Provider (GC01169)

Unit 2

Learning Outcome 3: Be able to monitor and review customer service

Observer

Work Place: DG Education

Observed: Name of the learner

Date:

Time

Signature of the observer:

Signature of observed:

3.1 Record the customer feedback, using a range of methods such as survey

Customer Survey

On Sky Internet Service Provider

Q1. Overall, how do you feel about your experience with Sky Internet Service Provider as your Internet service provider?

• Excellent
• Very good
• Good
• Fair
• Poor

Q2. Rat the following aspects of your interconnection from Sky Internet Service Provider Reliability

• Speed
• Busy signals
• Disconnects

Q3. How would you rate Sky Internet Service Provider’s customer service?

• Excellent
• Very good
• Adequate
• Poor
• Very poor

Q4. Friendliness

• As friendly as I expected
• Friendly
• Average
• Less friendly than I expected
• Unfriendly
• N/A

Q5. Professionalism

• As professional as in expected
• Professional
• Neither professional nor unprofessional
• Less professional than I expected
• Unprofessional

Q6. Interest in solving your problem

• As interested as I expected
• Very interested
• Interested
• Neither interested nor uninterested
• Uninterested

Q7. When solving your problem, how would you rate the information provided?

• Extremely will present and understandable
• Well presented and understandable
• Sufficient to solve the problem
• Difficult to understand
• Extremely difficult to understand
• N/A

Q8. Understanding of the problem

• Very satisfied that my problem was understood.
• Somewhat satisfied that my problem was understood.
• Unsure that my problem was understood.
• My problem was not understood
• Did not have the ability to solve my problem

Q9. Was your problem solved on this call?

• Yes
• No
• Do not remember
• Other

Q10 What are your suggestions for Sky Internet Service Provider to improve its service?

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3.2 Evaluation of customer feedback

This part evaluates the data collected through the survey conducted in section 3.1. The data is analyzed using the MS Excel Sheet and presented using Pie charts. Each chart presented and analyzed data from each question in surveys. The customer feedback collected through the survey is as follows:

Q1. Overall, how do you feel about your experience with Sky Internet Service Provider as your Internet service provider?

According to this chart, it shows that 45% of respondents think that their experience with Sky Internet Service Provider as their Internet service provider is excellent. 15% of respondents think very well and 10% of respondents think good about their experience with Sky Internet Service Provider as their Internet service provider and 17% of respondents think that their experience with Sky Internet Service Provider as their Internet service provider is fair and 15% respondents think it is poor.

Q2. Rate the following aspects of your interconnection from Sky Internet Service Provider Reliability     

According to this pie chart, 45% of respondents rate the speed of about interconnection from Sky Internet Service Provider Reliability, 30% think busy signals, and 30% it is disconnected.  Maximum respondents rate about its speed.

Q3. How would you rate Sky Internet Service Provider’s customer service?

According to this chart, it shows that 40% of respondents think that Sky Internet Service Provider’s customer service is excellent. 10% of respondents think very well and 10% of respondents think good about Sky Internet Service Provider’s customer service and 20% of respondents think that Sky Internet Service Provider’s customer service is fair and 10% of respondents think it is poor. Maximum respondents think that Sky Internet Service Provider’s customer service is excellent.

Q4. Friendliness

According to this chart, it shows that 50% of respondents think that Sky Internet Service is as friendly. 20% of respondents think friendly and 10% of respondents think average less friendly about Sky Internet Service and 15% of respondents think that Sky Internet Service is unfriendly. Maximum respondents think that Sky Internet Service is as friendly.

Q5. Professionalism

According to this chart, it shows that 40% of respondents think that Sky Internet Service is as professional as expected. 20% of respondents think professional and 20% of respondents think neither professional about Sky Internet Service and 10% of respondents think that Sky Internet Service is less professional and 10% of respondents think it is unprofessional. Maximum respondents think that Sky Internet Service is as professional as expected.

Q6. Interest in solving your problem

This chart shows that 40% of respondents think that Sky Internet Service is as interested as they expected in solving their problem. 25% of respondents think that Sky Internet Service have very Interest in solving their problem. 15% of respondents think that Sky Internet Service has an interest in solving their problem. 13% of respondents think that Sky Internet Service has neither interest nor uninterested in solving their problem and 7% % of respondents think that Sky Internet Service is uninterested in solving their problem. Maximum respondents think that Sky Internet Service is as interested as they expected in solving their problem.

Q7. When solving your problem, how would you rate the information provided?

According to this chart, it shows that when solving their problem, 30% of respondents think that the provided information is extremely well presented and understand. 20% of respondents think that the provided information is well presented and understandable. 15% of respondents think that the provided information is sufficient to solve the problem. 15% of respondents think that provided information is difficult to understand and 7% % respondents think that provided information is extremely difficult to understand. The maximum respondent thinks that the provided information is extremely well presented and understand.

Q8. Understanding of the problem

This chart shows that 30% of respondents are very satisfied that the problem was understood. 20% of respondents are somewhat satisfied that my problem was understood. 20% of respondents are unsure that their problem was not understood. 15% of respondents think that their problem was not understood and 15% % respondents think that Sky Internet Service did not the ability to solve their problem. Maximum respondents are very satisfied that the problem was understood.

Q9. Was your problem solved on this call?

This chart shows that 36% of respondents think that their problems were solved on this call. 18% of respondents don’t think that their problem was solved on this call. Maximum respondents think that their problem was solved on this call.

Q10. What are your suggestions for Sky Internet Service Provider to improve its service?

Maximum respondents have complaints about the internet speed. A majority number of respondents recommend sky internet provider to improve internet speed. Some respondents recommend checking the internet connection monthly. And a few respondents recommend improving the staffs’ behavior.

3.3 Suggestions for further improvements to customer service, based on feedback.

Sky offers satellite television service as well as broadband internet and home phone service. Sky also operates a pay-tv service, including the Sky Sports channel which broadcasts Premier League games, which are also available on the Sky Go video streaming service. Sky also performed particularly well when specific aspects of customer service were measured.

For example, Sky exceeded average satisfaction levels for measurements relating to call handling, including the courtesy and politeness of customer service agents, the agent doing what they said they would, and their willingness to help resolve an issue. They were also the most willing to offer some kind of compensation or goodwill gesture when there was an issue.

Maximum respondents have complaints about the internet speed. A majority number of respondents recommend sky internet provider to improve internet speed. Some respondents recommend checking the internet connection monthly. And a few respondents recommend improving the staffs’ behavior. Sky should improve the internet speed and provide a smooth speed of internet all over the country. They must check the internet connection of the user on a regular bias. And finally, they should train their staffs to behave nicely with the customers………

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