Comcast’s focus on customer service
Comcast Cable (CMCSA) is engaging in strategic initiatives to retain its existing Triple Play customers and gain new ones. Earlier, Comcast Cable’s customer service had been given a thumbs-down by its customers, leading to Comcast’s negative NPS (net promoter score).
However, Comcast has taken many initiatives to improve its NPS, including trying to ensure that its technicians arrive on time to customers’ homes, introducing an app for tracking the company’s technicians, and improving its billing system. At the Deutsche Bank Media, Internet and Telecom Conference earlier this month, the company said that another key part of its customer service has been enabling its customers to change their service or make appointments and pay bills online.
Comcast’s focus on customer service is working out
The company further pointed out that last year, it eliminated 22 million calls with its digital transformation but still gained 858,000 new customers. According to Comcast, 40% of its consumers are using its customer service app, indicating that there’s room for more of its customers to move to the app.
The company is also concentrating on “the first 90 days of the onboarding experience,” as it has seen the highest churn during that period. As a part of this experience, Comcast has also simplified the activation of its X1 set-top box by enabling customers to enter the last four digits of the phone number associated with the account.
As the above chart indicates, Comcast Cable had total customer relationships of 28.5 million in fiscal 4Q16.