The Comcast Customer Experience: working everyday to improve
Where does the time go? Since I moved to Philly back in October 2007, we have been working on several fronts to change and improve the customer experience. It’s early, but we hope the improvements we’re seeing in our internal metrics, and in the recent increase in the ASCI survey (PDF), are an indication that our focus and commitment are beginning to make a difference. Back in 2007 we started listening to our customers in more ways. One of the first things we did was make it easier for customers to interact with us. We created the “Six Ways to Get Help,” including “Ask Rick,” a way to share feedback directly with my team. Of course we needed to do more, so I went on a listening tour to hear from customers and employees regarding their thoughts on Comcast. I took a lot of notes and now it was time to take action. So what else did we do?
We are building tools to proactively monitor our equipment. We’ve also built tools that give our customer service representatives and technicians the ability to quickly and easily perform a full home health check. Within seconds we can review products within your home, and even review the entire area in which you live, and quickly determine the cause of trouble. The tool is easy to use (even I can do it!) and thorough (a screenshot is below).
We have, and will continue, to focus on network reliability. We measure this by what is known as ‘node health’. I know that phrase probably doesn’t mean anything to you, but it has improved about 35% in the last 2 years (which is pretty good). In 2008 we also saw a decrease in overall trouble calls and a decrease in repeat trouble calls. What does this mean to you? An improved experience for you. It also means that we are doing a better job at getting it right the first time.
I’m very proud of all these changes. I’m also excited about the new Customer Guarantee that we are in the process of rolling out. This really provides our employees with the ability to show our customers that we are dedicated to getting it right the first time, and when we miss the mark, they are empowered to make it right.
As you can see there is so much that goes into improving the overall experience, including new tools, improving training and reviewing all our systems to make sure they are in line with our goal. I’m excited to see improvements, but as the ASCI survey indicates, we still have a lot of room to improve, and I promise you we will continue to do just that. I look forward to seeing another strong increase next year.
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Comments (18)
We had a strange problem with our cable TV. After 2 frustrating days and several hours on HOLD, technician #2255 (Mr. Rivera) came out today and fixed the problem within minutes. It had to do with the digital box installed a couple of months ago. Also, since the digital box was installed, we weren't able to use our DVD player. Mr. Rivera found a wire disconnected from the TV that was the problem.
I'd like to highly commend your technician--I haven't experienced such a pleasant, efficient service provider in a very long time. I was going to discontinue Comcast service after my 2 day ordeal on the phone. I hope you recognize that you have a very special employee and acknowledge his outstanding service.
Selma Liskar
Frustration. I called on Saturday to try to fix my phone. The support team managed to disable my modem to "Walled Garden" status and I have been down ever since. I spent 10 hours on the phone over the weekend, was promised return calls - never received a call. The escalation wasn't set up correctly, the system is down due bad support. I had 2 chat representatives, 5 people I spoke to on the phone, and no one managed to solve my problem or escalate my issue to quick resolution.
Very disappointing. Ironically my phone still is not set up correctly.
Hey Chris,
I'm sorry to hear about your frustrating experiences. No one likes to go through things like that which is why we've implemented the Comcast Customer Guarantee. We'll be blogging about it soon, but you can read the details here:
http://www.comcast.com/Corporate/Customers/CustomerGuarantee.html
You can also check out some improvements we've made in the guide by watching this video:
http://blog.comcast.com/2010/01/new-guide-makes-watching-tv-even-better.html
Also, please let me know if you need help resolving your issues (I'll send you a separate email as well in case you aren't watching these comments).
1. Comcast local service techs are superior to the 800, particularly for new installs. We've gone through 2 HD DVR's since starting service and may need a third. Details are available at http://bit.ly/ag2ivi.
2. After going from Tivo to DirecTV to Comcast's DVR, it feels like going back in time. For example, if you search for a program by name, you are not offered SD or HD. I'd use the guide but with the multiple resets of the DVR by the 800 number folks, that still isn't fully populated.
3. Per the 800 people, I went online to Fancast.com and tried to register my computer. After downloading, I tried to install the Comcast Access software only to have it crash reporting error 7008.
4. Our internet was supposed to be upgraded as part of the triple play to 22mbs. I've tested it several times using CNET and other internet speed tests and it's approx 7kps; and after 30 minutes on the phone again, the phone technician tells me that the line hasn't been provisioned for 22mbs. In doing so and by sending a signal to my modem, he has brought down the internet and can't get it back up.
As the author of "Understanding Customer Experience," Harvard Business Review, 2/07, I probably have more more insight into these issues from a business perspective than the average customer. A new install is a "moment of truth". In this case, I've had far too many moments and far too few truths.
As an ordinary customer, it's absolutely infuriating.
Comcast sent a guy to my house to hook up my cable (John) on sat the thirteenth. John was smart and new what he was doing , he did'nt mind answering all our questions and he was only 22 yrs old.
I wonder if Comcast is smart enough to move this guy up the ladder.
Hey Hannah, that typo wasn't made by Comcast but by me, Scott McNulty. I will admit that sometimes I mistype a thing or two. Thanks for pointing it out, and I clearly meant no disrespect to anyone.
Since we have a policy on the blog of not editing comments after the fact I'm not going to correct the error.
Wow, you can't even get the customer's name right in a blog that is supposed to showcase your superior customer service. Way to go Comcast!
Hey Brandford,
Sorry about all the trouble you've had getting a modem self-install kit. I've forwarded your comment to our digital outreach team who should be contacting you shortly to resolve this issue.
Thanks!
I am amazed at reading this post and then seeing the Comcast site and Tech Support in action. I would say that this is a failure or hypocrisy. I am hoping that there is some improvement as well as an explanation to customers when there are problems.
I could retype all my issues or you can just go and check out my recent blog post at http://bradfordbenn.com/2010/01/comcast-customer-service-fails-again/ (yes, it is not hosted by Comcast)
Can't complain about Comcast customer service, because after 5 attempts of working with the customer service and sales team to get the product and serice that I wanted I gave up trying. Making it near impossible to become a new customer is one strategy employ to reduce customer complaints. Less customers = less people complaining.
Why have you stopped blogging? Problems continue...
I'm glad Comcast is really trying to resolve some of the issues they are having. There are lots of customers that have negative things to say about their service and are desiring for changes. It's a good thing to hear about all the changes. comcast customer service
I live in the 38111 area code in Memphis TN...at least three(3) times per week we experience some sort of cable outage. This is getting to be quite annoying. I am aware that things happen to cause outages...however I can't see this happening as frequent as it does in our neighborhood. I would like to know what is really going on!!!
Hi there,
Has anyone else had this experience? We routinely DVR 2 Fox programs - House and Fringe. Every time we watch the DVR'd episodes the audio keeps cutting in and out. What the heck is going on? It's not happening during the live show and it doesn't happen when we DVR shows on any other network. Friends with Verizon don't have this problem. It's becoming frustrating to watch these 2 shows. Can anybody give us a clue as to what's happening? Thanks for any help/advice.
I have requested internet service from Comcast in the time window of 10-12 am. I got a call while in a meeting and could not answer. The install was canceled and I had to reschedule for the following week.
I was assured that they would be there between 8-10. Nobody called from the tech to the dispatch. I was online chat with customer service who informed me that I would hear from someone in the next 3 hours. Still no call. I contacted support agian via phone this time at which time they told me someone had called my number with trasposed last 4 digits. No they did not check previous notes to make sure that they had the correct # or did they try and call the home phone. Again a cancelled call after waiting since 8 am to 5 pm for the install that was supposed to be between 8 and 10 am.
I have made numerous calls today to support service with many transfers and they all want me to wait another week for a reschedule.
I told them that I want this next friday between 8 and 10 am and 3 months free service. So far I have not heard back.
I would really like to see these improvemnets that are so highly said. I'm trying to start service with comcast and getting the run around. What a way to win over customers. There is a lot of improvement that is needed in customer relations. All of the improvements that were stated were not shown to me over the past 3 days.
Yes, Comcast customer service is the worst! That includes phone in and home visit service. I had a mind numbingly frustrating experience with Comcast installation service: It took two weeks and four service visits to get the simple task of hooking up phone and internet service. On one of the visits the tech (out-sourced tech) informed me that he didn't bring his tools! Now, trying to call in to call to a customer service rep is an aggravating and time wasting nightmare. Seventeen attempts and an hour it took to get a live person. Most of my attempts resulted in being cut off after going through the automated menu tree, then waiting on hold. Comcast is a let down.
I have been trying to get your service for 5 years now. I have spoken with several representatives from your company. Comcast ran a cable line partway down my street two years ago. I have been trying to get it extended 500ft to my house for hook up. I was quoted a price of $5000.00 for the project, $3000 I would have to cover. Recently, I inquired about digging the trench myself for the cable line on my side of the street so that hopefully it would cut the costs down of the project. However, I have not heard back from anyone on where this stands. From my understanding, approval would be needed for the customer to dig the trench for the cable line. Comcast Representatives from the Southfield, MI office have been working on this for the past month and a half. I am about to lose my TV service come June 12. I would really appreciate any help you could give to expedite this process. I am looking for TV and high speed internet service.