Metrics and CARES
Which metric does Be Accountable impact?
Transfer, R7, VOC
How long is the service contract?
24 months
What is the cost of equipment post DTV transformation?
$10
How much is it per piece of equipment BEFORE Directv Transformation?
$7
Support
Which metric deals with the customer being satisfied with the resolution of the call?
R7 / VOC
What is a requirement for the service before the technician can install?
Line of Sight
How often can we change Roku TV customer's payment information?
Never
How long is the free trial period for customers who order online?
five days
What tab contains the service contract length?
Customer Summary
Which CARES step deals with ensuring the customer is comfortable and is willing to divulge information that assist with identifying the root cause?
Customer Connection
What is the maximum number of devices a customer can watch at the same time when they are using a Genie as their main equipment?
How long is the price lock for Directv Streaming?
Two years
How many streams does the customer have out of home?
Three
Where can we look to see movies that have been purchased or rented?
On Demand
What metric is impacted by the number of units removed from an account?
DP100
If a customer is renting their home what is a requirement for the service to be installed?
Landlord permission in writing
What is the ARS(Advanced receiver service) fee for accounts created before Directv's transformation?
$25
How often can the customer change their home location in a running 12 month period?
Four
What tab in OPUS can we use view what the equipment looks like?
Support
Research and Discover
What are the names of the equipment (boxes) that are used to display the service?
Genie
Genie 2
Gemini
Genie Mini
How long after creating a Directv Streamind App account can a customer add a piece of equipment?
After the 5 day free trial
How long does a customer have before their service is suspended due to non-payment and how long do they have before it is cancelled?
5 days then 10 additional days(15 days)
What tab is used to issue adjustments?
Charges and Payments