Created March 30, 2020 6:55 PM PDT Medallia, Inc.

ALERT HIGH REP SAT: Closed

Sailor, Katherine 10
Interaction Date 8/15/19 Broadband Product Yes
Cus tomer Type Res idential FSecure Product Yes
Survey Type Ins tall Video Product No
Res pons e Date (EST) 8/19/19 9:38 PM Voice Product Yes

Survey Scores (Technician)

Key Drivers

Technician Satisfaction 0 1 2 3 4 5 6 7 8 9 10

Technician - Efficiency 0 1 2 3 4 5 6 7 8 9 10

Technician - Explanation 0 1 2 3 4 5 6 7 8 9 10

Technician - Professional 0 1 2 3 4 5 6 7 8 9 10

Company Metrics

LTR 0 1 2 3 4 5 6 7 8 9 10

Additional Questions

Yes/No Questions

Requested to Be Home Yes No

Convenient Appt Time Yes No

Other (please specify) Yes No

Preferred a different time Yes No

Preferred a shorter appointment window Yes No

Preferred a weekend appointment Yes No

Preferred an earlier date Yes No

Service On Time Yes No

Services Working Yes No

Segment Questions

Schedule not Satisfied: Wasn’t notified that the apt was changed. Had to call to find out if
first apt was rescheduled

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Created March 30, 2020 6:55 PM PDT Medallia, Inc.

Comments

LTR Comment
Greg was great! How we, a reminder call would have been nice. First apt was rescheduled
and didn’t receive a call or email. Bad customer service by not informing customer

Additional Comments
I didn’t sign anything and wasn’t provided with a receipt on the modem/router that was
installed

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