End User Telephone Survey into Openreach Engineer Behaviours

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End User Telephone Survey into Openreach Engineer
Behaviours Nick Turley Business
Integrity Service Management Forum 9 September
2008
Openreach makes every effort to ensure the
information in this report is accurate at the
time of compilation, however, Openreach does not
represent that it is complete and Communications
Providers should check with Openreach for the
latest available information. Openreach reserves
the right to modify delivery criteria and
delivery dates.
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END USER SURVEY - OVERVIEW

• An end user survey into Openreach engineer
  behaviours was recently completed after 12-months
  of survey activity
• The survey objective was to understand if
  engineers were behaving equivalently when
  visiting end users
• A question set was created to obtain feedback on
  what the engineer actually said and did whilst
  on-site
• The survey was supported by 7 customers who gave
  their permission for Openreach to contact a mix
  of their business and residential end users
• A total of 6052 telephone interviews were
  completed with end users
• The Openreach Operational Regional Directors
  were advised of the survey findings and a number
  of Operational and Equivalence Briefings were
  issued to reinforce engineering behaviours

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END USER SURVEY - OVERVIEW

• The survey found that Openreach engineers provide
  a professional and courteous service when
  visiting end users on behalf of the
  communications provider
• The survey findings have been shared with the
  Equality of Access Board who are monitoring the
  behaviours of Openreach engineers

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END USER SURVEY Question Set

• Survey conducted for compliance purposes and
  involved the following questions
• On arrival did the engineer explain to you which
  communications/telecoms provider they were
  representing?
• Did your communications provider tell you who
  was going to arrive beforehand?
• Did you ask the engineer for any information on
  other Products Services?
• During their time with you did the engineer make
  any comments about yours or any other
  communications / telecoms provider?
• Overall how would you rate the quality of
  experience provided by the engineer at the time
  (in terms of how they presented themselves and
  behaved whilst on-site)?

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END USER SURVEY Why conduct a survey?

• During last 12-months Openreach received 20
  equivalence-related behavioural complaints
  relating to engineers
• Over 3 million on-site engineering activities
  were completed during 07/08
• The survey was introduced to
• test how effectively equivalence has been
  embedded into the engineering environment
• obtain qualitative data from end users in order
  to identify any equivalence-related behavioural
  impacts
• provide transparency around any behavioural
  issues and the improvement plans required to fix
  these
• provide customers with confidence that Openreach
  engineers do and say the right thing whilst
  representing them on-site

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SURVEY HIGHLIGHTS

• On average 93 of end users rated the behavioural
  interaction they had with the engineer as either
  Excellent or Good
• When end users asked an engineer for advice on
  additional products and services there were only
  4 out of 6052 end users who recalled the
  engineer mentioning a BT product or service
• End user most commonly advised to contact CP for
  more information
• During the survey period there were only 3 out of
  6052 end users who recalled an engineer making
  comments of a derogatory or negative nature about
  their Communications Provider
• The majority of comments recalled by end users
  were positive towards CP
• RDs / Engineers briefed

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ISSUES IDENTIFIED BY THE SURVEY

• Limited customer promotion of Openreach brand
• The majority of end users advised that their
  communications provider had informed them that
  BT or an engineer would be carrying out the
  engineering visit
• No expectation that Openreach was coming on site
• Limited engineer promotion of Openreach brand
• Only a small proportion of end users recalled
  that the name used by engineers upon introduction
  was Openreach

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ADDRESSING THE SURVEY ISSUES
EXPECT OPENREACH - training opportunity offered
to all customer call centre advisors/end user
facing employees. Training provides

• A clear explanation of the role of Openreach and
  how our partnership with customers contributes to
  end user experience
• Guidance on use of correct terminology/messaging
  to describe Openreach engineers and our role
  whenever appointments are made
• The ability to give consistent and confident
  explanations of what Openreach is if end user
  confusion is apparent
• Objectives to improve end user experience by
  helping them know who to expect, ease of entry to
  the premises for Openreach engineers to carry out
  work, drive awareness of Openreachs brand and
  role in order to reduce end user confusion
• The training is supported by incentives,
  collateral, a website and a quiz to reinforce
  learning. Method of training and deployment is
  flexible
• We are keen to make contact with all customers
  interested in trialling or rolling out the
  programme in full."

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ADDRESSING THE SURVEY ISSUES

• WHATS OPENREACH campaign empowering our
  engineers
• Provides engineers with leave behinds and
  handbook to help them be more credible and
  confident in explaining (to end users) who we are
  and what we do
• In order to raise prompted awareness of the
  existence of Openreach and why it has been
  created.
• Encouraging engineers to order via ongoing
  intermittent comms e.g. Loop, Informe banners,
  FLM events (as they are planned).
• Engineers involved give positive response

Sample of Leave behind leaflet
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ADDRESSING THE SURVEY ISSUES

• New Code of Practice launched pan-BT on 1 April
  2008
• Awarded Crystal Mark for Plain English
• New It Matters training module for all
  engineers was launched on 30 June 2008 to
  reinforce key behaviours
• Telephone training for field engineers on Code of
  Practice and Basic Regulatory Compliance
• New Key Messages for the Engineering Community
  booklet launched on 19 May 2008 which reinforces
  key messages
• Ongoing communications plan and Regional Director
  briefings for 2008

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YOUR VIEWS

• What is your perspective on Openreach engineer
  behaviours?
• Do you respond to the Customer Satisfaction
  survey in this area?
• We would like to better understand the rating
  that you give for engineer behaviours as there
  appears to be a disconnect between this rating
  and complaint levels
• Have you had reason to make a recent complaint
  about engineer behaviours?
• Were you satisfied with the investigation /
  outcome?
• Is there anything further you think we should be
  doing?

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YOUR VIEWS

• You can submit equivalence-related complaints to
  Openreach at equivalence_at_openreach.co.uk
• Please ensure that you provide enough information
  for a complaint to be investigated

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Annex 1

• Data slides for July 07 June 08

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Completed interviews
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Call to interview ratio
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Successful calls by job
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Q1 Did the engineer visit you in person or call
you on the phone?
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Q2 Did the engineer explain to you which
Communications Provider they were representing?
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Q2 Funnel question, If yes, who was this?
Refer to appendix for full results
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Q2 Funnel question, if no, how did they introduce
themselves?
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Q3 Did your Communications Provider tell you
beforehand who was going to arrive?
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Q3 Funnel question - what did they say?
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Q4 Did you ask the engineer for any further
information on other products or services?
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Q4 Funnel question, what did you ask (July 07
June 08)
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Q6 During their time with you did the engineer
make any comments about yours or any other
Communications Provider?
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Q7. Overall how would you rate how the engineer
behaved and presented himself on this occasion?
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