There is a survey that is sent o our customers and of the customers give you a poor rating on there likely hood to recommend the company that is your grade for that call!! Which is is very unfair!! That is used against you..it s---s because you could do what your supposed to do and fail cause the customer does like the company so you are being set up to fail and will get put on a warning and have 30 day to bring that up or be fired!!
5 replies (most recent on top)
the nps are a bucnch of bs to rob technician of they hard earn money
It does not matter either way you will never recover from a 0 score. Because now all u can do is put in equipment an go to make your next install. An because sales sells jobs so u put in 2 boxes an then they go get 3 more after you leave. Your voc takes a hit when the other boxes dont work. Im just going to do my job an not care about a score u cant control
Altice is the worst thing that ever happened to Cablevision customers/employees. The employees are running scared not knowing if and when the next check will come. The customers are frustrated with the prices going up with no added value to justify it. If I was an employee (and I was) I would get out of that dead end job ASAP. It Used to be a great place to work. Now? Forget it. Altice is garbage.
I can only assume your new considering this survey has been in place a few years.
LTR will bring you down 5-10 points depending on your overall score for the year. There is NO way that 3 surveys will recoup that. Each 9-10 will only give you between .1 and .2 on your over all. So if your NPS is 90.00, a 5 will bring you down probably close to say 10 points. So now at 80, your next "10" will bring you up to 80.1/80.2. Tech attributes are rated more but the NPS does still count. I know people that have received 10's down the line for Tech Attributes but received 0's for LTR due to being rescheduled multiple times. Can't exactly show value in that. Warning and firing though is something new though. You cannot recoup that one score within 30 days.
Well you are suppose to give "value" to the company and explain to them why altice....errr.......optimum is the best....
When did that change, put on warning and if not improved in 30 days you are fired?
Usually it takes 3 positive surveys to recover from a negative.. Plus your Rep Attributes are; at least when I was there are counted weighed higher in your Metrics then LTR...