Charter Communications logoAreas served by Charter:Cleveland, Tenn.Jasper, Tenn.Chatsworth, Ga.Dalton, Ga.Ringgold, Ga.Trenton, Ga.Investments in Tennessee infrastructure2011 — $83 millionLast three years — $250 million
Charter Communications says it will push all-in to rebuild its customer service, and the cable giant is backing up the new promises with greenbacks.
Cable companies rarely make top-10 lists for customer service, and Charter has so far been no exception. The company recently was given a “very poor” rating in a recent study of 10,000 customers by research firm Tempkin Group. Charter, along with Earthlink, was the lowest-rated company in the study, which also saw Comcast, AT&T and Verizon receive “poor” ratings.
“Terrible customer service remains an epidemic within the Internet services and TV services industries,” said Bruce Tempkin, the author of the study.
But Charter is taking drastic steps to change the way it deals with customers, including a groundbreaking guarantee that if customers aren’t happy with their service, they’ll get $20.