Time Warner Cable Listens and Upgrades Customer Experience

Time Warner CXTime Warner Cable CEO Rob Marcus has heard the jokes on Saturday Night Live and seen where his company ranks in customer satisfaction surveys. Now, TWC officials have heard their customers and vow to make the customer experience significantly better.

On Tuesday, coinciding with the first day of national “Customer Service Week,” Marcus highlighted some of the significant changes made over the past two years to increase customer satisfaction and deliver a much improved service experience.

“We’ve seen where we’re ranked in customer satisfaction surveys and we’re familiar with the perennial jabs from the folks at ‘Saturday Night Live,’” Marcus said. “We’re telling our customers how we’ve made profound changes over the last two years to better respect their time, provide more value for what they pay us, and deliver the kind of experience anyone would expect from a leading entertainment and technology company. The many changes we’ve made are just the beginning of the new TWC service experience.”TWC service experience

Beginning with an “open letter” to customers published this past weekend in major newspapers across the country and with the rollout of a new television campaign, TWC is speaking directly to its customers about the significant changes made over the past two years and what’s still to come to provide them with an enhanced service experience. The new television commercials poke fun at the traditional “cable guy” image and contrast it with how the company operates today on the customers’ terms.

Since its introduction in New York City and Los Angeles in 2013, and now available across its entire service area for nearly a year, the company has offered a one-hour arrival window. TWC technicians arrive within those windows an industry-leading 98% of the time. To better accommodate its customers’ schedules, TWC also offers service calls on nights and weekends.

Here are some more ways TWC has enhanced its customer experience and customer service:

TWC TechTracker™: Launching companywide by the end of 2015, the new TechTracker service makes getting connected with appointments and technicians even more convenient. Customers can provide their preferred method of communication (text, email or phone call) for appointment reminders, and even make changes to their appointment via notifications received. The customer also receives the technician’s name, identification number and even their photo (via text or email) when the technician is en route.

Service visit within 24 hours: If a disruption occurs with any TWC service that cannot be resolved remotely, the company will commit to sending a technician within 24 hours, often same-day.

Service on demand: With the My TWC® app, a customer can request a call from TWC or schedule a call when it’s most convenient to them. If a customer is ever waiting on hold, they can easily schedule a callback for when it is convenient for them. With “Ask TWC,” a virtual agent helps a customer find the answers needed quickly. If additional help is needed, the app seamlessly connects the customer to a live agent. A video chat with TWC staff is also available.

Self-service: The My TWC app also lets a customer check the status of TWC equipment in the home, pay a bill and confirm or change a service appointment to the home.

What’s more, TWC is adding many new features to its TV, Internet, and Phone services. To give its customers more of what they actually want and need from their service provider, TWC is delivering faster Internet speeds, more On Demand and HD content, more local and cable channels streaming to multiple devices in the home, toll-free calling to more countries as well as services that are available out of the home – all at no extra cost. The company also is investing in its overall system infrastructure to give customers more service stability and fewer disruptions.

To date, the company’s new initiatives have made a positive impact on its performance. The company reported earlier that in its second quarter of 2015, compared to the same period last year, its repair-related technician visits to the home were down 15%. In communities where the company’s “TWC Maxx” program now delivers faster Internet speeds, more TV content and increased network reliability, the company saw more than a 35% reduction in the number of customers who chose to disconnect from either its video or Internet service. In New York City alone, the number of calls or inquiries from customers dropped by nearly 600,000 during the first six months of 2015 versus the same period in 2013.

“Some may question why we would do this now, when we are in the middle of a pending merger with Charter,” added Marcus. “Merger or not, our customers expect and deserve the best customer experience we can deliver. Today, we’re telling our customers that we’ve made great strides in delivering that experience over the last couple of years and that we are completely committed to doing even more in the future.”

Recent Content

Membership and Pricing

Videos and podcasts

Membership and Pricing