Charter Communications said 30% of customers acquired in the Time Warner Cable and Bright House Networks footprints have been converted to Spectrum pricing and packaging since the cable company started its branding transition three quarters ago.
“In June, we finished the rollout of our new pricing, packaging and branding across our national footprint with the last launch of Spectrum in Hawaii,” said Charter Chairman and CEO Tom Rutledge, updating investors on the progress of the integrations during Charter’s second-quarter earnings call last week.
“And as of the end of the second quarter, 30% of Time Warner Cable and Bright House Legacy customers were in our new pricing and packaging, up from 17% at the end of last quarter,” Rutledge added. “In areas where we've had Spectrum in place for at least three quarters, 43% of our residential customers have Spectrum package products.”
The update came as Charter continues to face backlash from acquired customers, a trend highlighted in a New Yorker story this month titled “Why we despise cable providers.”
The article highlights the Lexington, Kentucky, market, in which Charter has been accused by former TWC customers—and a local newspaper columnist, among others—of spiking prices and reducing service amid the Spectrum transition.
For his part, Rutledge said the transition is no different from one endured in the legacy Charter footprint several years ago.
“Progression of product and package migration is virtually identical to what we saw at Legacy Charter,” he said. “More of our customers are getting better products with better and consistent pricing, which will drive the higher customer satisfaction, lower churn, and greater value into our business.”