How Cable Can Boost Satisfaction Scores
September 30, 2008 10:47 AM
Michigan-based CFI Group released its Telecom-Cable Industry Satisfaction survey and, to nobody’s surprise, cable’s scores were “abysmal,” posting only a 60% customer satisfaction rate.
That’s old news. Cable never does well in these surveys, with respondents griping mostly about lousy customer service.
But there’s a new wrinkle this go-round: Longtime cable subscribers are angry that newer customers, thanks largely to competition from satellite and the phone companies, are being rewarded with lower rates.
Cable could fix this in a minute, if the industry really cared. .Cable companies lured subscribers with an attractive $99-per-month bundled package of phone, video and cable modem services. But those terms were only for the first year or two, and early adopters soon found their rates get higher after the initial offer.
In this economy, price is a problem. I have friends who dropped cable’s triple-play service when they saw their bills soar and ran straight into the arms of Verizon.
Cable boasts about customer loyalty and retention programs. But those plans are often a day late and a dollar short when a customer calls ready to bail.
Does anyone have a story about a good cable customer retention plan?
I’m afraid I don’t have even one.