Serving and satisfying customers is a crucial part of value creation in any business,but U.S. communication firms continue to struggle with the very basics and are being heavily criticized for poor service, price gouging, billing problems, and generally poor customer relations.
40 percent of the top 15 companies that most dissatisfy customers are communications firms, according to the latest data from the American Consumer Satisfaction Index.
The companies American most dislike include Facebook and cable systems, which operate as near monopolies and consumerss have no real competitors to turn to for better service. The scores for the companies are:
Direct TV: 68/100
Time Warner: 63/100
Cox Communications: 63/100
Charter Communications: 59/100
These are failing scores on any grading system.
The companies have little incentive to spend time and money to improve service and relations with customers because there is no real competition that can discipline the market and promote consumer benefits. The problem is compounded because cable services are largely unregulated and there are no watchdogs to demand better behaviour in the absence of market-imposed sanctions.
That means the only thing that can drive improvement is company pride, but it is abundantly apparent that these firms have no shame and really don't care what their customers think.