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Hello,
My name is _ _ _ _ _ _ , it's just a quick courtesy call on behalf of OSN.
Please may I speak to _ _ _ _ _? is that yourself?
It shows in our records that you recently cancelled your subscription with OSN, is that correct?

***If the answer is yes, please continue filling the following questionnaire:
 
 
 
May I ask when you cancelled with OSN?
   
 
 
 
Please state the date you signed up to OSN?
   
 
 
 
What was the name of the shopping mall you signed OSN in?
   
 
 
 
What attracted you to OSN?
 
Content
 
Promotion
 
Sales agent
 
Price
 
Services – OSN play, VOD, Library etc…
 
You wanted OSN prior to meeting the sales agent
 
Word of mouth
 
Marketing/branding
 
Promotional tools e.g. spider man mask
 
Other
 
 
 
Why did you decide to cancel OSN subscription? (open question)
 
Financial Issues – Value for Money
 
Installation Issues
 
Mis-sell
 
Vulnerable Customer
 
Customer Cancellation
 
Product/Service Issues
 
Customer Moving
 
Cost
 
Did not watch it as much as thought we would
 
Customer Service issues
 
Billing issues
 
Content issues
 
Technical issues
 
Now using free to air only
 
Using internet TV only
 
Payment method
 
Other
 
 
 
Do you remember the name of the sales agent that signed you up?
 
No
 
Yes
 
If yes, mention name here:
 
 
 
 
Was the sales agent polite and courteous at all times?
 
Yes
 
No
 
 
 
What in particular did you remember about the OSN sales agent?
   
 
 
 
Did you approach the OSN stand or did the sales agent approach you?
 
You approached
 
Sales agent approached you
 
 
 
Did the sales agent explain the product and services of OSN clearly?
 
Yes
 
No
 
 
 
Did the sales agent ask you what you like watching on TV?
 
Yes
 
No
 
 
 
Did the sales agent explain the content and programming that is shown on OSN?
 
Yes
 
No
 
 
 
Did the sales agent find out from you what types of movies and sports you liked watching?
 
Yes
 
No
 
 
 
Did the sales agent have sufficient knowledge about the specific programming you liked?
 
Yes
 
No
 
 
 
Were you given the correct information about price and promotions?
 
Yes
 
No
 
 
 
Did the sales agent ask you about your lifestyle and how OSN can be beneficial?
 
Yes
 
No
 
 
 
Did the sales agent explain the different types of boxes available with OSN and the benefits of each box?
 
Yes
 
No
 
 
 
What type of collateral were you given to take home?
 
Contract
 
Channel guide
 
OSN Information leaflet
 
Promotional tools
 
 
 
What type of collateral would you have liked to take home and why?
   
 
 
 
Was the product you received the product you were sold?
 
Yes
 
No
 
If "no", why?
 
 
 
 
Is there anything we can do to improve our services?
   
 
 
 
Smart Card Number:
   
 
 
 
Mobile Number: