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NPS® News: Time Warner Cable apologizes, the call center is losing out to digital chat and £1.6bn in losses for UK telcos

Time Warner Cable pens an open letter of apology, but is it enough?

Cable companies in the US have a reputation for providing resoundingly bad customer service, and Time Warner Cable isn’t any different with its most recent NPS being -5. The score is a message that more people are dissatisfied with their service than satisfied.

However, TWC has taken a bold step and published an open letter in major US newspapers, promising to fix their minefield of bad customer experience.

"We get it. We know how you feel about cable companies. We’ve seen where TWC falls on customer satisfaction surveys and we know the 'cable guy' jokes by heart," the company said.

In one recent case, a person’s billing name was changed to something very profane after contacting the company about a cable box problem. While another customer was awarded $229,000 after suing them for receiving 163 robocalls about a bill that was not theirs.

As the second biggest cable company in the US, TWC has realized that if they want to stay at number two changes need to be made. As a result in 2013 they began promising one-hour arrival windows for service calls and within the last year has now rolled it out country-wide. It will also by the end of the year, fully roll out a new 'TechTracker' app that helps customers manage service appointments.

Omissions such as this though by TWC, which makes light-hearted fun about their own incompetency can often be a way to say a lot and do very little. It will be interesting to see what happens to their NPS numbers in the future.

To make sure people get the message, TWC has also put out a set of commercials.

Read more about it.

How chat agents are overtaking the call center

Digital chat agents are proving to be the next step forward when it comes to providing successful customer interactions.

[24]7, the world’s largest provider of chat agents has found them to cost 20% less than their voice agent counterparts and have a Net Promoter Score that is 10 points higher.

The company has been able to deflect successfully phone calls to chat and provide a customer resolution service that is more productive and performs better in first contact resolution, avg. handle time, sales conversion and NPS.

This finding shows that customers are increasingly in preference of service options that are flexible to their needs. With chat, customers can pose questions and discuss solutions at their own speed.

Learn more.

UK mobile operators losing £1.6bn to bad customer experience

[caption id="attachment_16476" align="alignright" width="352"]7ZALGLUAAW (1) Bad customer experience is costing UK mobile operators.[/caption]

New research shows that one in ten Britons has had a bad enough customer experience to make them leave their operator. In churn terms, this is calculated to be costing the UK telecom industry £1.6bn per year as millions of dissatisfied customers change operators.

The findings from an Ofcom study show that telcos simply aren’t skilled at handling customer complaints. What upsets us most and has us continually searching for a new operator is the price, with the second most raised complaint ironically being the way companies handle complaints.

So while many telcos might think that such losses are fine because customers just rotate between telcos, it will be the telcos that defy this mentality and work to retain customers that will be industry leaders.

Read more about the report.

In brief

In other important news this week, there was an important ruling in the European Court of Justice about US servers and data privacy. Read our short piece on it, and why your customer data might not be secure.

And the latest Net Promoter scores are:

Sweden’s MTR Express railway service has a score of 63.

The Lending Club, the largest Marketplace Lending platform in the U.S. has a score of 78.

The men’s e-retailer Bonobos now has a score of 75.

Accenture Consulting comes in just above zero with a score of 1.

HP’s outsourcing service has a score of 52.

And lastly Telecom Italia has an NPS of 34, a good score for a telco.

Next Up: The Safe Harbor ruling: A reminder to EU companies about customer privacy

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