Burdened with one of the worst customer satisfaction ratings in the cable industry, Mediacom has begun an effort to polish its image at its customer service centers.
The midsized operator has unveiled its newly remodeled office in Waterloo, Iowa, which will now feature an Xfinity Store-like display of the latest Mediacom set-tops, modems and other technology as customers wait to deal with things like billing issues.
"We are starting to give our customer service locations a face-lift as part of our three-year, $1 billion capex plan to fund a number of key initiatives including our 1-Gig launches," Mediacom spokesman Thomas Larsen said to FierceCable.
“We are in a transition ourselves from what used to be a cable company to more of a communications operation,” added Steve Purcell, regional operations VP for the MSO, to local paper the Cedar Valley Business Monthly. “Technology is our number one business.”
Such improvements within its footprint couldn’t hurt the Blooming Grove, New York-based MSO, which has the lowest customer satisfaction score of any major U.S. cable operator, according to the latest American Customer Satisfaction Index rankings, which were released last month.
Indeed, Mediacom finished dead last among major pay-TV providers, and third from last, ahead of only Frontier Communications and Windstream, among internet service providers. The good news: Mediacom saw a 4% uptick, year over year, in its TV service score and a 2% improvement in its ISP score.