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Discussion in 'DIRECTV General Discussion' started by Stuart Sweet, May 19, 2009.
Following is a press release from the Investor Relations portion of DIRECTV.com:
In contrast to after the tech leaves :lol::lol::lol::hurah::hurah:
All I will say is Brrrrriiiiip.
That's a C- and they're patting themselves on the back?
DISH Network's rating was a 64.
Somehow I get the idea that the same people that are telling us that the economic outlook is improving are behind the ACSI survey.
Apparently it's graded on a curve. :lol:
Well, if you're better then everyone else why not? LOL
Actually, Chase (the CEO) has talked in the last few conference calls about how they need to improve their customer service. So it's good to know that even though they are the "best", they still know they need to improve.
Great job DirecTV. Here's a link to ACSI's chart. http://www.theacsi.org/index.php?op...view&id=147&Itemid=155&i=Cable+&+Satellite+TV
Interestingly, I do not see where they measured DirecTV against what I perceive is its real competitive threat in the cable/satellite market....Verizon Fios. I would have been curious to see how it compares when Fios is included or even ATT Uverse (even though that's not really any competition) in the customer satifaction survey.
They may be included in the "All Others" category which has improved substantially over the past three years.
As for DirecTV...it's more of the same. Their rating is basically the same as it was eight years ago...that's eight years of promising better customer service/experience and no real change. It's not just them though...it's the whole industry...I guess like a lot of other companies they're only going to do the minimum necessary.
If you do a sort on all industries you can see how poorly cable/satellite is ranked. It's right down there with the airlines and cell phone companies.
Being the best in a room full of underachievers isn't anything to be proud of.
And with the worst service in the nation, we have... Charter! Couldn't agree more with those rankings.
Since DircTV set up the "case management" department, it seems like any problems I've had over the past 6 months have been handled much more expertly. Unlike in the past, they seem to get me in touch with the folks who can actually solve my problem first-time around.
I could be wrong about who's in charge of what over there, but it seems to me that ever since Ellen Filipiak joined DirecTV in 2007, customer service has really improved. /steve
And can you say "pixelization"?
"Directv needs to improve customer service"? YA THINK????? Next they will tell us water is wet.
FIOS has such limited availability, it is irrelevant.
While I don't mind them tooting their own horn, being #1 of 2 doesn't tell the whole story.
While I've had good luck with customer service there are those who have had abysmal interactions with them. I have to agree there is improvement to be had.
I do think that DirecTV takes the goal of improvement seriously and I hope it continues to get better.
I too hope that D* is able to improve customer service. Off to a mighty slow start though.
Fiso and U-verse (AT&T you see is legacy cable systems, not U-Verse by itself. I do not know if U-verse got lumped in as well, but I doubt it.) are so small they probably wouldn't even be a dominant figure in the all other.. They are years away from being broken out on their own.
When this news breaks each year that DIRECTV is number one in satisfaction, I usually see similar responses, demanding how DIRECTV can be proud of being "mediocre" with a "C" grade.
This measurement is important to set standards so that deficiencies can be identified, addressed, and corrected. The report shows DIRECTV improved on last year's results, so why not crow about that? "We're working hard to serve you better."
Also, if I'm not mistaken this is the third year (maybe even longer) that I recall DIRECTV topping the chart against other providers. This is significant because for new customers concerned with quality they have a baseline against which to measure their choices. If you only have four choices, wouldn't you want to go with the higher-rated company? Even if the score is in the "C" range, DIRECTV satisfies more of its customers than DIRECTV's competitors satisfies their respective customers.
Congrats DIRECTV, keep improving those numbers.