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rodd · 21-12-2003, 16:29

Just some thoughts on a possibly way forward.

A simple start would be in having a log of certain types of bad service. Perhaps starting with a log of each of two easily identified bad services, appointments not being kept by ntl, and of ntl not ringing back, and perhaps also a log of excessive phone holds of 1/2 hour plus.

There would be no lengthy off-putting survey forms to fill in. It is simple, and would take no effort to report a case or to run, and simple enough that even those members, who at present make few posts, would likely join in and make a valuable input. Only the minimum of details is really needed, perhaps as little as just a tick, date and time.

We can extend logs to other aspects of service as we figure out how best to do each part, but keeping it very simple and effortless. Some parts of service may be more difficult to do, due to there being the occasional temporary interruption in service (we are aware of the problem, etc.). I think we should be looking for excessive interruptions or too many of them, too often, or way below par performance too often (however we are going to measure that).

In the end we would end up with a broad picture of the service over a period, and would be able to say that there were ### cases reported last month/week. It would be a bit more ammunition for us.

Other hell sites might even take up the 'bad logs' idea, adding weight to our figures. All sites, in effect, would then be acting in unison, which is no bad thing and gives a stronger widespread message, a message that is more difficult for ntl to ignore. All the figures could even be totalled and quoted. They might even be quoted elsewhere, in the media perhaps.

Someone might ask, why not also have the good service results. Well, I don't think that it would be very useful to know that ntl did keep the appointment, or actually did ring back. That is what they are supposed to do. It's rather like the UK's crime figures, only the crimes that are reported, get quoted, not the number of law-abiding people doing, as they should.

21-12-2003, 16:29	#43
rodd Permanently Banned Join Date: Nov 2003 Location: middle England Posts: 174	Re: Proposal for a "Customer" Panel Just some thoughts on a possibly way forward. A simple start would be in having a log of certain types of bad service. Perhaps starting with a log of each of two easily identified bad services, appointments not being kept by ntl, and of ntl not ringing back, and perhaps also a log of excessive phone holds of 1/2 hour plus. There would be no lengthy off-putting survey forms to fill in. It is simple, and would take no effort to report a case or to run, and simple enough that even those members, who at present make few posts, would likely join in and make a valuable input. Only the minimum of details is really needed, perhaps as little as just a tick, date and time. We can extend logs to other aspects of service as we figure out how best to do each part, but keeping it very simple and effortless. Some parts of service may be more difficult to do, due to there being the occasional temporary interruption in service (we are aware of the problem, etc.). I think we should be looking for excessive interruptions or too many of them, too often, or way below par performance too often (however we are going to measure that). In the end we would end up with a broad picture of the service over a period, and would be able to say that there were ### cases reported last month/week. It would be a bit more ammunition for us. Other hell sites might even take up the 'bad logs' idea, adding weight to our figures. All sites, in effect, would then be acting in unison, which is no bad thing and gives a stronger widespread message, a message that is more difficult for ntl to ignore. All the figures could even be totalled and quoted. They might even be quoted elsewhere, in the media perhaps. Someone might ask, why not also have the good service results. Well, I don't think that it would be very useful to know that ntl did keep the appointment, or actually did ring back. That is what they are supposed to do. It's rather like the UK's crime figures, only the crimes that are reported, get quoted, not the number of law-abiding people doing, as they should.