Audio Video News

Cord cutting is all the rage, with cable subscribers ditching their cable operators in favor of other video providers or even plain old over-the-air TV (newly spruced up following the DTV transition). But some major cable operators are responding by improving their customer service.

Comcast (a.k.a. Xfinity) is offering a 30-day money-back guarantee on all services plus a $20 credit if a technician shows up late. One-quarter of the company's performance reviews are related to customer feedback. Cox is trying out the idea of letting customers set appointment times (so far just in New England). Charter is giving written confirmation of orders by email on request, so customers won't have to dispute charges later when they get their bills.

This new attentiveness to the consumer comes not a moment too late. Cable operators have long flunked in the American Customer Satisfaction Index, with the four largest companies averaging 59 on a scale of 1 to 100. That's below airlines. With satellite TV, telcos, and web video hot on their heels, cable operators can't settle for business as usual any more.

See AP via Hollywood Reporter.