CSAT
CSAT
FCR
FCR
CSAT Questions for Care Survey: The questions and how CSAT score is calculated.
100
Customers’ feedback is important therefore they may receive a survey within this timeframe....
What is 15 minutes?
100
Customers can receive a survey between the hours of.
What is the hours from 8am to 9pm?
100
Customers can send signals to their equipment and view billing.
What is MyAcct?
100
A disatified customer survey score per question between this range
What is 7 and below
100
What is How would you rate your satisfaction with the Time Warner Cable representative you spoke with today?
what is the number 1 question they ask in the survey
200
** Double Jeopardy** This is an option for customer to provide feedback on there experience.
What is We are listening, on the TWC website under about us?
200
This is the Unsuccessful range for Csat.
What is 80%?
200
I do not have a computer therefore can not pay online. These are their options...
what is mail in a payment, store, authorize payment center, IVR, twc app on phone and online banking.
200
Only during the time frame will the customer will be asked first if they wish to participate during "after hours"
What is the times of 9PM and 8AM
200
question #2 they ask the customer
What is Please rate your satisfaction with the representative's knowledge and ability to explain our products and services
300
91% in Csat is reflected by this in your OIC...
What is 24 points or 4 band?
300
In the survey these questions are specifc to the agent
What is questions 1,2,3 and 5?
300
Question #3 they ask the customer
What is How satisfied were you with the representative's helpfulness and responsiveness to your questions?
400
You should do this at the end of every call..
What is educate about the Csat survey is about my service 8,9,10 is passing.
400
If this happen to me I would be upset too. Allow me to try my best to resolve this for you.... Is an example of...
What is showing empathy?
400
Question #4 they ask the customer
What is Overall, how likely is it that you would recommend Time Warner Cable to a friend or colleague?
500
If you receive 1-7 on a Csat Survey on all questions.
What is a Dissatisfied Csat or a 0?
500
DAILY DOUBLE********** This is the number of surveys an agent get with in a cycle.
What is 40 surveys?
500
will the sub get a survey when their in a different state example: New York
What is all who are and was a TWC customer
500
Question #5 they ask the customer
What is Did the Time Warner Cable representative you spoke with today, offer a satisfactory solution to resolve your issue?
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