Good Energy - Guaranteed Standards Of Service ( Gsos ) Quiz

5 Questions | Total Attempts: 99

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Good Energy - Guaranteed Standards Of Service ( Gsos ) Quiz


Questions and Answers
  • 1. 
    Within how many days of the service failure must a GSOS payment be paid to a customer?
    • A. 

      28 Working Days

    • B. 

      4 Working Days

    • C. 

      1 Working Day

    • D. 

      10 Working Days

  • 2. 
    If an engineer fails to attend an appointment to fix/repair a faulty electricity meter without prior notice, how much compensation should we add to the customers account?
    • A. 

      We would not pay compensation as it is not our fault

    • B. 

      We would arrange for the meter operator to arrange payment

    • C. 

      We would offer £22 to the customer

    • D. 

      We would offer £24 to the customer

  • 3. 
    What are the two steps you should take when adding a GSOS payment? Select one answer.
    • A. 

      Add the credit to the customer’s account in CRM and log the payment on the central spreadsheet

    • B. 

      Add the credit to the customer's account in CRM and log the payment on the historical spreadsheet saved in your emails

    • C. 

      Add the credit to the customer's account only once you have checked with the meter operator and got an email from then giving you permission

    • D. 

      Add the credit to the customer's account and also raise a help disk ticket

  • 4. 
    Name the service failures that would result in you needing to apply a GSOS payment. Tick all that apply.
    • A. 

      Failed Meter Appointment without prior notice

    • B. 

      Failure to respond to a meter problem query within 5 working days of the customer advising us.

    • C. 

      Failure to arrange a meter appointment to investigate a meter fault within 7 working days of the customer contacting us.

    • D. 

      Where an appointment isn’t required, failure to provide a reasonable explanation to the customer for their problem within 5 working days

    • E. 

      Failure to get an engineer to site within 3 working hrs (elec) & 4 working hrs (gas) for a Pre-Payment Meter fault.

    • F. 

      Failure to apply a Guaranteed standard of service payment within 10 working days

    • G. 

      If we fail to attend a Meter Appointment within the specified time period (AM or PM)

  • 5. 
    Where is the central spreadsheet that should be used to log any GSOS payments? 
    • A. 

      On email

    • B. 

      J:\Shared Documents\Customer Correspondence\Customer Care\2014

    • C. 

      J:\Shared Documents\Customer Correspondence\Customer care\2013

    • D. 

      J:\Shared Documents\Customer Correspondence\Central spreadsheet\2013

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