Meter readers, gas/electricity engineers performance audits..

Do you employ meter readers or engineers who visit customer premises (residential or business)?

Gas/electricity meter readers
Gas/electricity engineers
Satellite TV engineers/installers

How do you know what they are doing when out in the van?
Do they represent your company in the correct manner?
Do they follow safety proceedures?
How do they interact with your customer?

We have experience of carrying out thousands of covert engineers visits and reporting the facts to our clients.
Your challenge is how to measure that customer experience.

If you can supply us with the engineers job description, we can then measure their performance from the customers point of view.

As I understand it, there are four key areas by which engineers are measured:

1) Productivity (how many jobs they complete)
2) Customer experience (how they are scored by the customer)
3) Sales leads generated (do they identify possibilities for extra revenue)
4) Behaviour (both customer facing and managers reports)

Clearly, by having one of our consultants in a number of homes where meters are to be read/installed/maintained/fixed, we can then supply you with the information you need. You can then adapt and alter your training programme to address the issues raised.

One area of concern is that engineers are finishing a job and then sitting in the van, giving themselves an extra rest period, before informing you that the job had been completed.

As with any engineer who is working remotely, the opportunity of an extra rest period or short cut will appear very attractive and tempting. Being remote, he assumes the office will never know.

Of course having a Manager watch over him will remove this temptation, but who watches over the managers? In previous projects we have even witnessed verbal harrassment between manager and engineer, and been able to provide statements and footage for a tribunal.

The engineer might be expected to complete 4-6 jobs in a day, but what is expected of the Manager?

Want to find out more about what your engineers are really doing?

Contact http://www.astoncovert.com/ for more details