The Customer Rules Survey

To:  AT&T Legacy T Locals

CWA has been notified that, in their attempt to provide extraordinary customer service, AT&T will begin surveying customers for their feedback about the type of service provided by the employees.

Based on what we learned from the Company, the survey will roll out in Legacy T first in the CSSCs in Dallas, El Paso, Fairhaven, and Lee’s Summit, on or about September 3, 2007.  The survey consists of five basic questions, with additional questions depending on the customer's evaluation of the representative.  There is also a 30-second portion where the customer can leave a voice recording if they so desire.  Customers are called back within the next 2 to 48 hours, and the survey is a fully Interactive Voice Response (IVR) system.  Calls will be surveyed on a daily basis, but not all calls will be surveyed.

At this time, this will be used for coaching purposes only.  The survey will not be appraisal-affecting or used for discipline purposes.

We did share with the Company our concerns that the survey excludes procedural matters which generally are the biggest area of customer displeasure.  We also asked how the success of the survey will be measured.  We are waiting for that answer.

In Unity,

Lois J. Grimes-Patow
CWA Representative

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