Renovated Retail Store Opens in Arkadelphia

Arkadelphia, Ark., Mayor Chuck Hollingshead, Suddenlink regional executives and Chamber of Commerce representative Connie Nelson cut the ceremonial ribbon opening Suddenlink’s newly renovated Arkadelphia retail store yesterday. Mayor Hollingshead also read a proclamation declaring yesterday “Suddenlink Day” in Arkadelphia.

The store, outfitted with new furnishings and bright green and blue décor, provides a base of operations for employees in the city and a whole new experience for customers, with hands-on interactive displays demonstrating Suddenlink services. In addition, counters no longer separate Suddenlink sales people from customers, allowing more personal interaction.

Since last September, Suddenlink has unveiled renovated stores in Jonesboro, Ark., Natchitoches, La., and El Dorado, Ark.

Customer Praises West Virginia Team

A customer in Asbury, W. Va. recently contacted Suddenlink regarding an issue with her high speed Internet.

“After a rapid e-mail response, I thought perhaps I was receiving programmed responses similar to when you call other companies,” the customer wrote in a message to Atlantic Region Director of Operations Jack Ozminkowski. “It wasn’t until (the customer care representative) began responding to specific concerns with specific answers that I realized that I had stumbled upon a rare example of what real Customer Service is supposed to be about.

“No one in a large corporation has EVER responded to my concerns with such expedience and efficiency. It’s undoubtedly the way you perform your job on a daily basis because you do it so well.”

The satisfied customer also praised Broadband Technician B.B. Allen, saying he “couldn’t have been more professional, competent, pleasant and helpful.”

Suddenlink’s New, Improved Customer Help Site

 

Suddenlink has launched a new help site to provide its customer with faster access to more comprehensive, updated, and easier-to-navigate information on company products and services.

When visiting the site, customers will first be asked to enter their zip code in order to review information relevant to them. After entering their zip code, they’ll see a main page with a series of informational categories such as “Billing,” “Television,” “Internet,” and so on. Within each category, they’ll see a list of the five topics most often requested by other site visitors. If they don’t find the information they’re looking for among those five topics, they can use advanced search capabilities to zero in on the answers they seek.

This new resource is the result of a collaborative effort between Suddenlink’s Customer Experience and Information Technology Teams, which together invested more than a thousand hours assembling and organizing the information, and constructing and programming the site.

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.

Customer Kudos

No company is perfect, but the Suddenlink team is clearly committed to doing what we can to constantly improve the experience customers have with our company. The good news: Some people are starting to take notice.

Message from Suddenlink’s CEO

 

In a year-end television spot, which will run on various cable channels over the next couple of weeks, Suddenlink CEO Jerry Kent extends holiday wishes to the company’s customers, notes Suddenlink’s most-improved status in the recent JD Power survey, and promises that the company will continue efforts to improve through investments in “training, services, and technology.”

 

Progress is Good

While we always have room for improvement, Suddenlink is clearly headed in the right direction.

According to the most recent JD Power survey results, we are far and away the most-improved provider of our kind.

Every provider that was measured in 2007 and 2008 declined in customer satisfaction except two — and of those two, Suddenlink increased the most, with a 62-point improvement in JD Power’s overall satisfaction index.

We are committed to continuing this positive 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.