October 31, 2006 4:46 PM
After spending millions to improve customer service, cable still has a long way to go. In yesterday’s Wall Street Journal’s special report on customer service cable TV, satellite TV and newspapers scored at the bottom of the heap, with consumers ranking all three equally with only 63 percent levels of satisfaction. The University of Michigan’s Ross School of Business conducted the survey to rank customer satisfaction scores among different industries. There are some shockers here.
Perhaps 63 percent in 2006 is an improvement for cable, an industry which has always been singled out for shoddy customer service. Back in the early '90s, TCI's then president John Malone truly earned the moniker "Darth Vader." Years later there was the Jim Carey flick "The Cable Guy," which took potshots at cable's shoddy customer service. And then there was the recent infamous story about a real Comcast installer who fell asleep on the job, only to be recorded by the upset customer who posted the video online.
Even the airline industry, and this is the shocker, ranked higher than cable, satellite and newspapers, albeit by not much, scoring a 65 percent level of satisfaction. Given everyone’s near universal hate of the commercial air carriers that have consistently cut service and upped prices, a 63 percent satsfaction for cable, satellite and newspapers is downright awful.