Speaking at the 2011 Citi Global Media and Entertainment Conference, Charter Communications (Nasdaq: CHTR) CMO Ted Schremp made it clear his MSO--and the whole cable industry--has work ahead to improve its customer satisfaction image.
"From Charter's perspective our relative position even within that industry is not where we want it to be," Schremp said. "Some of that's brand; some of it's product and packaging; but a fair amount of it is service delivery issues as well."
He wasn't, to coin a phrase, whistling Dixie. Charter, in fifth place was the only cable company allegedly chosen by customers, employees, shareholders and taxpayers to determine the 24/7 Wall St. "15 Most Hated Companies in America" list. Charter was laid out for "customer complaints, often regarding billing practices and poor customer service."
In perhaps a ray of sunshine for the cable industry, no others were on the list that included AT&T (NYSE: T) (ranked 7) and DirecTV (Nasdaq: DTV) (ranked 15). List oddities included American Airlines in first place and British Petroleum, despoiler of the Gulf of Mexico, only 14th.
Charter's Lovett: Good customer service will save cable
Charter to use broadband to recoup video subscriber losses