Mediacom begins renovation of customer service centers

Mediacom has begun deployment of a new customer service center configuration that allows subscribers to peruse the latest gizmos as they wait to see company reps. (Courtesy of Cedar Valley Business Monthly)

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.


Like this story? Subscribe to FierceVideo!

The Video industry is an ever-changing world where big ideas come along daily. Cable, Media and Entertainment, Telco, and Tech companies rely on FierceVideo for the latest news, trends, and analysis on video creation and distribution, OTT delivery technologies, content licensing, and advertising strategies. Sign up today to get news and updates delivered to your inbox and read on the go.

RELATED: Mediacom grows revenue 4% in Q1 on surging broadband, business services sectors

“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.”

RELATED: Comcast pay-TV service tumbles 6% in ACSI customer service rankings

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. 

Suggested Articles

For now, it looks like Netflix and everyone else still have space to grow.

Flex, which Comcast recently made free for its subscribers, is a lot like X1 but not centered on Comcast’s linear video product.

After a war of words, AT&T and Sinclair have reached a new comprehensive carriage agreement covering DirecTV, AT&T TV and U-verse.