Written by Daniel Rockall, Field Manager
Ashford Dias is a Field Technician apprentice within my team, based in Swindon.
As Ashford’s line manager, I would like to share with you a great news story in recognition of his achievements. Ashford is nearing completion of his apprenticeship and he has quite simply has been a breath of fresh air since joining my team. His application, attitude, commitment, appearance and character is faultless. Ashford may have less experience than some of the other members of my team, but he is performing to the standard of an extremely confident and competent Technician. I have no doubt within my mind that Ashford’s ethic brings out the best in other members of my team and he drives them on to go one better.
In 2019, Ashford was carrying out full install and service activities. The outcome of all the visits he has completed are truly outstanding and of the highest standard.
As a service technician, Ashford is measured on 6 key aspects. Fault Rate (Quality), NPS, Compliance, Productivity, Team player and Behaviour, New Business Generation.
Here are some key and important statistics… for every single customer Ashford has ever visited, those customers have returned an NPS survey scoring a Promoter 9 or 10. The Net Promoter Score (NPS) measures customer experience and their overall satisfaction of a company’s product or service. Ashford has not only achieved all of these targets, but he has exceeded them all beyond my own and the business expectations, scoring a +100% NPS – it’s worth noting that no one else in the business has this on record!
Ashford is a real brand ambassador and his enthusiasm is phenomenal around the New Business Generation target. In 2019, Ashford delivered 9 mobile sales and 35 new customers to Virgin Media. In recognition of how well Ashford has performed, I nominated for him a Virgin Star Award. The Virgin Star Award is a brand-recognised award, with winners nominated by all company employees. I was thrilled to see Ashford awarded as the outright winner for the Consumer Field area of Virgin Media.
In recognition, Ashford has been awarded with a prestigious holiday to Florida in August before going on a 5 day cruise around the islands, including a visit to Sir Richard Branson’s Necker Island! Ashford also attended a Gala Dinner recently with Sir Richard Branson and his family in central London. Here is a photo of Ashford meeting Sir Richard and his children at the Gala dinner. Ashford is highly regarded by me, his team and senior management within Virgin Media and I am thrilled to say 2020 has already started in the same fashion as 2019!