Customer Service: Quiz! MCQ
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- 1.How many Customer Service Coordinators does TWST have?
- A.
4
- B.
3
- C.
5
- D.
6
- 2.Roughly, how many 'issues' have been raised by customers this year so far? An issue is anything we log on COINS for a contractor or CSO - for example, a blown tape.
- A.
5300
- B.
500
- C.
6000
- D.
5000
- 3.Roughly, how many issues have the customer service team closed this year?
- A.
5150
- B.
5350
- C.
5000
- D.
4900
- 4.What is our current NHBC TW Adjusted score for 8-week surveys?
- A.
106.0%
- B.
106.9%
- C.
110.7%
- D.
98.3%
- 5.What site is currently the highest scorer on our TW adjusted 8-week survey? (Excluding Greenhill Gardens as we've only had 1 survey back from there this year so far)
- A.
Leybourne Chase
- B.
Church Crookham
- C.
Kilnwood Vale
- D.
Tolworth Girls School
- 6.Following the power plant room flood at Station View (Guildford) last year, how many complaints did we receive about how we (TW) handled the problem?
- A.
45
- B.
30
- C.
15
- D.
0
- 7.Which CRM looks after the Tolworth Girls School development for customer service?
- A.
Greg
- B.
Andy
- C.
Ash
- D.
Dan
- E.
Ryan
- 8.What are Tara and Alex's job titles?
- A.
Customer Support Liaison & Customer Support Administrator
- B.
Customer Service Liaison & Customer Service Administrator
- C.
Customer Liaison & Customer Administrator
- 9.What are the six questions we measure for the NHBC 8 week survey?
- A.
Quality, Home condition, Service Before, Service After, Handover, Internal Design
- B.
Service Before, Completion on time, Quality, Service After, Standard of Finish, Recommend
- C.
Recommend, Home condition, Service Before, Quality, Service After, Standard of Finish
- 10.What does 'CSO' stand for?
- A.
Customer Support Operative
- B.
Customer Service Operative
- C.
Customer Solutions Operative
- 11.Which departments are represented at the weekly customer service meeting?
- A.
All BU departments
- B.
Customer Service, Production and Technical
- C.
Customer Service, Production, Technical and Sales
- D.
Customer Service, Production, Sales and Commercial
- E.
Customer Service, Finance, Production, Technical, Commercial and Sales
- 12.Generally, our CRMs are looking after two or more live sites each at a time.
- A.
True
- B.
False
- 13.Year to date, what is our average spend per plot on remedial work across all our sites?
- A.
£550
- B.
£250
- C.
£700
- D.
£400
- 14.So far this year, what category has the highest number of issues logged against it from customer inquiries? I/E What have we had the most 'issues' with this year?
- A.
Kitchen fitting
- B.
Plumbing & heating
- C.
Plastering & dry lining
- D.
Painting & decorating
- 15.Who is currently our longest serving CSO?
- A.
Tricky
- B.
Dave
- C.
Geoff
- D.
Gerry
- E.
Brian
- F.
Luke
- G.
Jay
- H.
Neil
- I.
Phil
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