When faced with Charter Communications (Nasdaq: CHTR) as an opponent in an early round of the Consumerist's "Worst Company in America," Comcast (Nasdaq: CMCSA) urged employees to stuff the ballot box for Charter (and against Comcast). The approach not only failed (Comcast easily garnered more dissatisfied voters than Charter) it left Comcast with egg on its face.
Now, having had some time to think about it, the nation's top MSO is taking a different approach: Rather than fighting Charter, it's emulating the St. Louis-based service provider by pledging to shorten repair/installation arrival windows to two hours by 2012.
"People get really mad when they take time off work and a cable guy is really late or doesn't show up," said Ben Popken, managing editor of Consumerist. "Comcast is the biggest cable provider and the bigger you are the more complaints you're going to get."
Apparently Comcast Chairman-CEO Brian Roberts agrees. Better service, he said, is part of Comcast's Xfinity rebranding which "should stand for better technology and better customer service."
- Bloomberg has this story
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