"We moved from kilobits to megabits - and now onto gigabits," says Coscia. For example, Mediacom spent more than $1 billion in the last three years to make its network faster and more reliable. Others are working to improve service out of the spotlight. GettyĪ better product means fewer cable TV customer service problems Some cable TV companies are trying to fix customer service quietly. Comcast's ACSI scores dropped from a 58 in 2017 to a 57 in the next two years. The results? The "thought leaders" invited to an all-expense-paid meeting in Philadelphia declared it an almost unqualified success from the start. And it hired 5,000 new customer service employees. It also began to call customers back after their transactions, asking how they could improve. Comcast added the widely-used the Net Promoter System (NPS), which allowed it to solicit customer feedback. So it undertook an ambitious overhaul of several departments, including billing, IT and training. For example, in 2017, Comcast embarked on what it called a "massive transformation" in its customer service department.Ĭomcast had been a punchline in too many customer-service jokes. There have been some high-profile customer service makeovers in the industry, too. What happened to Comcast's customer-service makeover? In the future, most TV programming will be delivered via the internet while cable TV companies will be used to deliver high-speed broadband connections, experts predict.Ĭomcast's customer service makeover did not go as expected. In a recent survey, 59 percent of cable TV subscribers say they've discontinued their service and another 29 percent are considering doing so. Consumers would blame us for not providing their channel, and then subsequently blame us when the rates increased when we were forced to agree to higher programming prices."Ĭonsumer behavior has shifted, too. "However, we were not effective, due to forced channel blackouts when we resisted a rate increase. "We fought for lower prices and more choice," he says. "I think the gradual shift in our core business away from cable TV and towards high-speed broadband is causing customers to view us in a more favorable light."Ĭoscia says for decades, cable TV companies were the messenger of every rate increase passed down by the major studios and media conglomerates who own the channels they carry. "Customer service has been a priority of the industry for many years," says Jonathan Coscia, the group vice president for customer service at Mediacom Communications. Why cable companies offer better service nowĬable TV insiders say one of the main reasons customers are complaining less is that the industry has changed. Why are cable TV companies offering better service? Getty
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