CFI: Customers Unhappy With Satellite TV, Cable Customer Service
[Satellite Today – 7-01-08] Research and consulting firm CFI Group has found that customers who have called satellite TV companies for help rate their satisfaction with cable and satellite service desks at a score of 66 out of 100, according to the results of its March Contact Center Satisfaction Index Study.
Down 3 percent (with a margin of error of plus or minus 3 points) from a similar poll taken last year, these results put satellite and cable TV providers in last place behind insurance and personal computer companies. Of those polled, 20 percent said cable and satellite help desks could not solve their problems.
The study also shows a reported increase in the number of cable and satellite TV subscribers who say that their calls went to centers based overseas and that consumers consider them less helpful than those based in the United States. CFI found that 17 percent of callers first went online or elsewhere for help, down from 35 percent in 2007.