Do Poor Performing Cable Co's Even Care About Horrible Support? Whether it's the American Customer Satisfaction Index or the latest findings by Consumer Reports, year after year after year companies like Time Warner Cable and Comcast come in last place in customer satisfaction rankings. This isn't just in telecom and TV -- these companies rank in last or close to last place across numerous industries. They're simply excellent at being awful at making their customers happy.

Despite semi-annual improvement promises from folks like Comcast CEO Brian Roberts, this never seems to change. It's certainly not an impossible task; countless large companies do it well (Amazon). There's simply no reason these companies should be so bad at something they've been doing for most of a generation. That leads to one simple conclusion: executives at Time Warner Cable and Comcast simply don't care about these rankings or what you think: quote: It’s very obvious that they don’t care to become better because by spending some money they could do much better. Doing customer service well is not some unreachable mountain of a task. Thousands of companies do it well. If WOW and Astound can do it well, so can Comcast and Time Warner. It’s a matter of investing in the right systems, the right training and the right management of the process. Being big is not an excuse for being crappy, and if it is a valid excuse, then this alone ought to stop the Comcast / Time Warner merger. Granted a large part of the problem is companies refusing to spend real money on support equipment and training, while giving CEOs Granted a large part of the problem is companies refusing to spend real money on support equipment and training, while giving CEOs $80 million for doing little to nothing . But the biggest problem is the cable and broadcast industry's stubborn refusal to compete on price or offer package flexibility. That's something that will -- even if it takes Internet video another decade to do it -- eventually come home to roost for these executives, and you won't see many consumer tears shed when it happens. That's not to say that no blame falls upon consumers. It's pretty clear that cable companies couldn't get away with this sort of behavior if customers walked more and complained less. Though to be fair, many consumers feel most of these companies are effectively the same (something rankings like the ACSI suggest is largely true), and the hassle of swapping providers simply isn't worth it for a modest difference. There has been a notable increase in the number of users leaving cable companies for telco TV, and that trend's not going to change until cable's willing to pony up the cash for better support. Of course that just goes for cable TV -- broadband consumers obviously have fewer competitive options for broadband, making voting with their wallet difficult or impossible. That's reducing incentive to improve overall customer service even more. Of course that just goes for cable TV -- broadband consumers obviously have fewer competitive options for broadband, making voting with their wallet difficult or impossible. That's reducing incentive to improve overall customer service even more.







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