cfx_september-2024 - 12

Exclusive
CUSTOMER
SATISFACTION
ALL-STARS
Customer satisfaction is at the heart of everything
operators do, inspiring network upgrades,
launching innovative digital toolkits and more.
Each provider has developed its own strategy on
how best to attract and retain customers with a
focus on reliability, speeds and top-notch service,
but which are gaining the most traction?
CTAM partnered with HarrisX to gain a comprehensive
understanding of the state of customer
experience and improvements in the segment
across the broadband landscape. That collaboration
gave birth to the CTAM/HarrisX Internet Service
Satisfaction Survey. The hope is that this will
create a baseline that helps CTAM members better
understand their performance relative to other
cable operators providing broadband. By examining
various companies' customer satisfaction and
the likelihood to recommend via NPS scores,
CTAM hopes over time to obtain a comprehensive
understanding of the state of customer experience
improvement across the broadband
landscape and identify patterns for members to
proactively refine their strategies.
HarrisX took a national sample of 71,204 household
decision makers and surveyed them from
January to December 2023, asking them how
satisfied they were with their home internet service
from their provider. Eleven MSOs had a large
enough sub base to be included in the survey.
We're proud to exclusively share not only the top
3 providers from that survey, but also what sets
them apart from the rest of the pack.
1
Founded in 1946, Armstrong's origins are as a telephone plant construction company that hoped to bring communications
technologies to Kittanning, Pennsylvania, and the surrounding areas. It has operated HFC networks since the
early 1990s before diving into fiber-to-the-home for new builds a decade later. And in 2018, it began upgrading its footprint
through its Network to the Future initiative. Armstrong is deploying XGS PON in hopes of eventually providing 10G
symmetrical speeds to customers, and when the upgrade program is complete, more than 50% of Armstrong customers
will have access to upgraded capacity and speeds.
Customers have a variety of ways to reach out to Armstrong support should they run into a problem. They can interact
with smart bot Jonah, talk with an Armstrong employee over the phone or stop by any one of the company's 13 local
offices to ask questions, pay bills or manage equipment. Armstrong's NPS score is typically in the 60s, and when customers
do have a complaint, the company dives in and investigates how to improve processes for the future.
" We consider our Zoom Internet services to be second to none. The modem is included in the product price. In addition,
a few years ago, we decided to include Enhanced WiFi supercharged by Plume with our main Internet tiers. The
response has been extraordinary and appreciated as customers saw WiFi as being table stakes and did not want to be
nickel-and-dimed with extra charges, " VP, Marketing and Sales Ken Ashley says. " Overall, our customers get a lot for
their money, our services work and when they have questions or need anything, they can reach out to us 24/7/365 for
free customer care. "
12
September 2024
CablefaxTopOps.com
CTAM/HARRIS X STUDY

http://www.CablefaxTopOps.com

cfx_september-2024

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