31 Jan Explanation of Survey Questions
CSAT Survey Questions
Scale
Below outlines the scale used throughout the survey, in addition to the score based on the customer’s response.
- Extremely Satisfied (9)
- Very Satisfied (8)
- Somewhat Satisfied (7)
- Slightly Satisfied (6)
- Neither Satisfied nor Dissatisfied (5)
- Slightly Dissatisfied (4)
- Somewhat Dissatisfied (3)
- Very Dissatisfied (2)
- Extremely Dissatisfied (1)
Questions
Below outlines all possible questions that can be presented to the customer. This is also displayed in the order in which the customer would receive each question. It is important to note the differences between question types, as some questions are asked in every survey and others only when the specific work was performed.
Question Types:
- Core: questions that are asked in every survey, regardless of the work that was performed
- Dynamic: questions that are asked based on the specific work that was performed
- Optional: questions that are asked based on any SHS or DISH Protect sales that occur
| Question | Type | Details |
|---|---|---|
| Home | Core | Were you home during the technicians visit? |
| Refer Tech | Core | Please rate how likely you would be to recommend this technician to friends or family if they were to have the same service performed? |
| Tech Arrival | Core | How satisfied are you with DISH on keeping you updated on the technician’s arrival time? |
| Professionalism | Core | How satisfied are you with the technician on their professionalism? |
| Respect | Core | How satisfied are you with the technician on respecting your home? |
| Resolve Video | Dynamic | How satisfied are you with the technician for successfully resolving your issue? |
| Resolve Broadband | Dynamic | How satisfied are you with the technician for successfully resolving your broadband issue? |
| Resolve OTA | Dynamic | How satisfied are you with the technician for successfully resolving your antenna issue? |
| Discuss Install Video | Dynamic | How satisfied are you with the technician on discussing your DISH system installation options prior to the work being done? |
| Discuss Install Broadband | Dynamic | How satisfied are you with the technician on discussing your broadband system installation options prior to the work being done? |
| System Verification Video | Dynamic | How satisfied are you with the technician for verifying that the DISH system worked properly? |
| System Verification Broadband | Dynamic | How satisfied are you with the technician for verifying that the broadband system worked properly? |
| Customer Education | Dynamic | How satisfied are you with the technician on teaching you about the DISH system? |
| Pole Mount Video | Dynamic | How satisfied are you with the technician’s pole mount installation? |
| Pole Mount Broadband | Dynamic | How satisfied are you with the technician’s broadband pole mount installation |
| Return Authorize (RA) Receiver | Dynamic | How satisfied are you with the technician’s setup of your new receiver? |
| Mirror TV | Dynamic | How satisfied are you with the technician on successfully displaying the same content on two TVs? |
| Relocate Dish | Dynamic | How satisfied are you with the technician’s relocation of your Dish? |
| Relocate Receiver | Dynamic | How satisfied are you with the technician’s relocation of your receiver? |
| Relocate Cable | Dynamic | How satisfied are you with the technician’s relocation of your cabling? |
| Wallfish | Dynamic | How satisfied are you with how the technician concealed the cabling to your receiver? |
| Bury Cable | Dynamic | How satisfied are you with how the technician buried your cabling? |
| Install Outdoor OTA | Dynamic | How satisfied are you with the technician for successfully installing your outdoor antenna? |
| Install Indoor OTA | Dynamic | How satisfied are you with the technician for successfully installing your indoor antenna? |
| Smart Home Services (SHS) | Optional | How satisfied are you with your purchase experience of a Smart Home Services product or service? |
| DISH Protect | Optional | How satisfied are you with your current DISH Protect plan? |
Net Promoter Score Tech (NPS® Tech)
The Net Promoter ScoreSM is a common measure for determining how likely a customer would be to recommend our services to friends or family. Below outlines the scale specific to the Refer Tech question:
- Extremely Likely (9)
- Very Likely (8)
- Somewhat Likely (7)
- Slightly Likely (6)
- Neither Likely nor Unlikely (5)
- Slightly Unlikely (4)
- Somewhat Unlikely (3)
- Very Unlikely (2)
- Not At All Likely (1)
Respondents are grouped as follows based on their response to this question:
- Promoters (score 8-9) are loyal customers who will fuel growth
- Passives (score 6-7) are satisfied customers who are vulnerable to competitive offerings
- Detractors (score 1-5) are unhappy customers who can impede growth
Subtracting the percentage of Detractors from the percentage of Promoters calculates the Net Promoter Score, which ranges from -100% to 100%.
Overall CSAT Score
The overall CSAT score is calculated by taking an average of all questions asked that are part of the core and dynamic question types. The two optional questions (SHS and DISH Protect) will not factor into the overall CSAT score. Below is an example of a standard new connect where the customer purchased an SHS product.
