NGA016/12 Invitation to a workshop to trial Fizzback on NGA GEA-FTTC installations

15/06/2012    For Information

This briefing relates to an opportunity to attend a collaboration workshop on a possible trial of Fizzback and is for NGA Communications Providers.

The purpose of this brief is to highlight an opportunity to participate in a workshop where the trial of a customer feedback capability, known as Fizzback, is to be considered and where customers input is invited.

So we can improve the service we offer, we regularly assess the impact our engineers have on customer satisfaction when they interact with your customers ('end users') on your behalf i.e. during a visit to install service.

Openreach is about to trial a product called Fizzback, a capability which, using SMS or email, will allow us to more quickly gain feedback from your customers on an engineer’s performance after a GEA-FTTC installation and help us target our training plans accordingly. Your customers will be asked several questions relating to the engineer visit and the work carried out, verbatim will also be captured.

The anticipated benefit of Fizzback is a reduction in calls and complaints from (your) customers to both you and us, faster resolution of outstanding issues with clear ownership to see it through to resolution.

Next steps

We would like to invite you to a face to face collaboration workshop, to be held in Central London, on the 27 June 2012 and, depending on the outcome of the workshop, to work in partnership with you to run a 2 week trial.

If you would like to attend the workshop, you can register your interest by emailing louise.sargent@openreach.co.uk. Please include ‘Fizzback workshop attendance’ in the email title. If you are unable to attend this date, yet still wish to be involved. Please register your interest at the same email address and we will contact you directly to jointly agree next steps.

Issued by KJS

The contents of this briefing are accurate at the time of writing and are subject to change.

Please discuss any queries or issues in relation to this briefing with your Sales & Relationship Manager or Service contact, who will be pleased to assist.

Our Customer News Centre is now available at www.news-openreach.co.uk which will provide you with a central point to check out the latest news and briefings information from Openreach.