Has the cable TV industry shaken its reputation for bad customer service and relaibility? I used to go nutty writing columns on this subject in my previous job, and most of them coincided the my own cable TV outages and infuriating conversations with customer service reps (an unfair tactic, I'll admit). But none of the above has happened in a long time.
To me, that suggests that cable TV companies, which were first out of the gate with triple-play service bundles and very aggressive with VoIP, are in a better position than ever to challenge traditional wireline telcos. Yet, a new survey and report from CFI Group suggests otherwise. According to the households CFI surveyed, telcos have the long-term edge, and their reputations for reliability and customer service may hold the key.
For more:
- Check this FierceTelecom interview with report author Phil Doriot.