Post on 30-Dec-2015
description
APRIL REPORT
Allegiance Voice
General Overview
41 submissions through the Voice Tool in
April
Compliments – 40
Complaints – 30
Questions – 9
Suggestions – 2
General Compliment Sentiment
All compliments are about customer service
reps and techs
Courteous
Fast
Knowledgeable
Patient – especially when dealing with Internet issues
in the home
General Complaint Sentiments
The one week outage in the Northwestern
portion of the state made up the bulk of the
complaints in April
Complaints about the stability of cable
Especially in McCook
Verbatim Comment for Internet Outage
Questions
How to use eBill
Will work on educational resources for customers
about eBill
Next set of video tutorials will be about eBill
Text based instructions to be made available on the web
DVR questions
Working on DVR instructions
What are Customers Talking About?
Customer Service – 46
Compliments – 37
Complaints – 6
Questions – 3
Suggestions – 0
What are Customers Talking About?
Products and Services – 22
Compliments – 0
Complaints – 17
Questions – 2
Suggestions – 3
Key Takeaways
Areas of Strength Customer Service is still seen as a significant benefit of
being a GPC customer
Areas of Concern Echoing the Pulse survey, price and quality are high on
list of complaints McCook cable complaints account for 50% of
complaints since Mar 1st
10% of total complaints