--000000000000484fa405e880c8db Content-Type: text/plain; charset="UTF-8" Good afternoon! As part of our pre-planning, requesting for any context or background information about client Fernanda Fernandes This is Fernanda's relationship2 survey which tells us that they have been a client for 90+ days. We plan to reach out to speak to Paula Wardhaugh (indicated as primary contact in Clear Care) via phone and attempt to gather more information so that we as a team can determine how to turn their experience around, partnering with your operations. Please include any team members I accidentally missed. Thank you On Sun, Sep 11, 2022 at 2:37 PM Medallia wrote: > Client Name: Fernanda Fernandes > > > CC ID: 1000000000027951 > > Primary Contact: Paula Wardhaugh > > PC Contact Info: paulafernandes@sympatico.ca / +5192810790 > > Survey Delivery: Email > > > Division: Canada > > Business Unit: Winnipeg > > Tenure: 26 Weeks - Less Than 52 Weeks > > Actual Customer Segment: Elephant > > Stated Customer Segment: > > > > Survey: Relationship 2 > > Main Score: 2 > > Comments: I have already provided my comments. If you would like > additional feedback I would be happy to share more information with you. > You can have someone call me at 519-281-0790. Paula 1. We had been waiting > for over 10 months for a caregiver who could take on a regular weekend > live-in shift. In early August one became available, but we were not able > to have her start for 2 weeks. When we requested her to start, we were told > that she had been assigned to another client. This is extremely poor client > service, seeing that we waited over 10 months and the agency couldn't wait > 2 weeks. 2. Over a month ago we requested a caregiver to take a 4 hour > shift on a Saturday, because we had an important appointment. We checked > with the coordinator every week to see if she had found anyone. Last Monday > I checked again to confirm if they had anyone for the Saturday shift. I > didn't hear back from the coordinator until Thursday, saying that she had > now found someone. By then it was too late; I had to cancel the > appointment, as I had not heard back from the agency. This was very > inconvenient and frustrating, especially since the request for that shift > was made over 1 month in advance. 3. On Friday the regular caregiver did > not show up for her shift. We were not informed of her absence by the > agency. She was supposed to be there at 7:30 am. I had an online interview > at 8:00 am and had to leave for the airport at 9:30 am. I called the agency > to find out what was going on, and got an answering service saying they > would get someone to call me back. I followed up 1 later because I still > hadn't heard anything, only to be told that they still didn't know why the > caregiver didn't show up. My sister had to take the day off work to come > care for our mom, because I had a plane to catch. We found out 2 hours > later that the caregiver had left a message saying she was sick and w