More Progress on Customer Service

Comparing the 2007 and 2008 JD Power TV survey results, Suddenlink was the most improved among comparable companies.

That trend continues.

In 2009, Suddenlink’s 33-point improvement over its 2008 score was the best improvement in points in the company’s category — as was our total category improvement from 2007 to 2009: up 95 points in overall satisfaction.

The people of Suddenlink are committed to continuing this trend through sustained investments in customer-care training programs, customer-friendly technologies, and more — all with the goal of improving the total experience customers have with our company.

Comments

  1. Joe Arnet says

    Wish there was more to this article. Would be interested to know the training programs initiated and the customer friendly technologies that were implemented and contributed to the improvement.

    • SFYI Editor says

      The training programs are ongoing and evolving. For instance, we provide approximately a quarter million hours of training each year for front-line technicians, and last year launched a program to help more of our techs achieve distinguished industry certifications, with 2 out of 5 techs achieving at least one level of certification in the program’s first nine months. Re: the customer-friendly technologies, some of them are customer-facing (e.g., the expansion of TV Caller ID), others are “back-office technologies,” such as new software to reduce work-order errors.