Cable Companies Finally Forced To Address Customer Satisfaction – Maybe someday they’ll be forced to address bi-annual rate hikes?

I’d be happy if my cable company would just let me choose the channels that I want, a la carte, instead of sticking me with a whole bunch of channels that I never watch …


According to the Associated Press, cable customers are supposedly getting their “revenge” on cable operators that for years faced no real competition — so didn’t much have to care whether customers were happy or not. A focus on acquisition of new carriers and markets also left many cable operators struggling to support a huge influx of customers, and now the focus appears to be in slowing down and actually bothering to make sure those customers are getting a good experience. After years of coming in last in these surveys, cable operators are making small gains due to a number of changes, notes AP:

Comcast, the nation’s largest cable TV provider, is making incremental changes that it hopes will collectively improve its reputation. It’s offering a 30-day money-back guarantee on all services to unhappy customers and a $20 credit if the technician shows up late, even if he had called to say he’d be late. It also is testing a service that lets customers call to get the technician’s estimated time of arrival. Embarrassing snafus such as the hammer incident prompted Comcast to undergo a top-to-bottom assessment of its customer service.

You’ll probably recall that 2007 hammer incident. The article also notes how Cox is testing a technician scheduling system that lets users pick specific times for installs instead of two hour blocks. While the AP focuses on customer satisfaction you’ll note there’s still not a lot of competing on price. Many bundle and promotional discounts give the illusion of value more than value itself — and customers still face often bi-annual rate hikes. That was supposed to be helped by the phone companies entry into the TV business — but they’ve been hiking rates right alongside the cable companies.

Have you been seeing a better support/installation experience from your cable company?
read comment(s)


Link to Original Content

Western Telematic, Inc. (WTI) designs and manufactures Serial Console Server products and Rack Mount PDU products to simplify remote management of rack mount network equipment.

Tags: , ,

Comments are closed.