In this previous post we had discussed a new position that had been created by Comcast called "digital care manager" whose responsibility was to manage customer service through new media methods. This latest news report, however, gives no indication that customer service is looking up for the cable industry. As the article states, cable customer satisfaction score is 60 out of 100 with 70% of respondents citing that they would have no qualms about jumping to a competitor. The article also reports that:
"the industry average was was weighed down by the scores of Comcast Corp. (58) and Charter Communications Inc. (51)."
In addition to the threat of changing to competitors Customers also cited, that they would
"dump cable, given the chance, because of poor customer service."
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