Nov 5, 2010

Your Call Is Important to Us

I wanted to walk you through some of the steps we've taken over the last few years to improve our customers' experiences with us. In fact, we feel so strongly about this, that we evolved our company's credo so that our customers are at the center of all we do..."Comcast will deliver a superior experience to our customers every day. Our products will be the best and we will offer the most customer-friendly and reliable service in the market."

We're backing up those words with our Comcast Customer Guarantee and investments of almost $2 billion to improve the overall customer experience. This means we're making investments in customer service like training and making sure employees have tools to help them do their jobs better. It also includes continually enhancing our products and services.

You can see and enjoy a lot of these investments -- from more VOD choices and HD channels and enhanced program guide features to faster and faster speeds on the Internet, WiFi and wireless capabilities to caller ID on TV and voicemail on the Internet. Plus, we now offer numerous apps and widgets that let you program your DVR from the Internet or watch TV online wherever you are...all at no extra cost.

And while you can't actually see many of the behind-the-scenes investments, we hope you're feeling their positive impact -- from network infrastructure enhancements to improve performance and reliability of our services, and improvements to our phone systems, chat and online self-help. These investments are not only making it easier for our customers, but they're letting us provide a better and more consistent experience whenever and however people choose to contact us.

We're also grading ourselves. All of our call center agents and field technicians are evaluated not just on effectiveness, but also on what you think during every phone call and home visit. These "voice of the customer" scores keep improving. Everyone at Comcast is involved.

In the years since we embarked on this company-wide mission to improve, customer reported problems have dropped over 20%; our "get it right the first time" commitment has improved over 33%. Our on time arrival at customers' home is now at 95%.

We're constantly looking for better ways to improve reliability, increase value and make it easy to do business with us. In fact, we've created a new role and hired a Senior Vice President of the Customer Experience who will work across our Care, Technical Operations, Marketing and New Product teams to ensure we're delivering on our promises to you. We're not perfect, but we're definitely better, and we're going to keep getting better.

Tags : Comcast Customer Guarantee


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