The MSO’s score of 54 out of 100 is a 10 percent drop from 2014, and a drop of more than 15 percent from 2001, the first year of the study. Furthermore, the Philadelphia-based cable provider is ranked third-lowest of the 14 subscription TV services rated by ACSI.
According to the Barneget-Manahawkin Patch, Comcast is actively planning to improve its customer service operations. Jenni Moyer, the company’s senior director of corporate communications emailed the Patch and noted that ”We are investing an incremental $300 million, hiring thousands of people and looking across our business to make real changes in the way we interact with customers.”
But it’s hardly just Comcast with a customer service problem. The ACSI survey also called out Time Warner Cable— its approval rating dropped almost 9 points in the past year to 51, good for 13th out of 14 providers surveyed.
4K Research View: Hiring new customer service agents is a step in the right direction, but in order to really improve customer service, organizations need to ensure that these agents are not only trained to empathize with customers who are feeling aggrieved, but are also given the tools to truly help rectify the situation.