QuickTakes: What Can Be Done to Improve Cable’s 60% Customer Satisfaction Rating?

Oct 5, 2008  •  Post A Comment

What can be done to improve cable’s 60% customer satisfaction rating?
“As a consumer, customer service still is a problem, particularly as it relates to service calls and billing problems, and I am always amazed at the lack of product knowledge when making inquiries regarding programming. These front-line people provide the first and sometimes only impression a customer has of their cable provider. Improve upon this fundamental issue and cable will take a significant step toward increasing overall customer satisfaction.”
—Ron Garfield, chief operating officer, Ovation TV
“This business is growing increasingly complex, for us as well as for our competitors. We’re embracing long-term solutions, including listening well to our customers, plowing resources into customer service, enhancing training for customer-care personnel, innovating in services and technology and demonstrating the great value of cable.”
—Rob Stoddard, senior VP, communications & public affairs, National Cable & Telecommunications Association


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