The latest results of a survey rates Charter Communications, the 3rd largest cable provider as having the worst customer service according to a recent article Business Week. This ranking was arrived at by using data gathered by customer satisfaction firm J.D. Power & Associates.
Charter Communications spokesperson Joe Stackhouse senior-vice president for customer operations has acknowledged that while the company is not where it needs to be in terms of customer service they have made considerable progress in this area.
It would seem that the reduction in the number of subscribers tells a different story. Charter has not only seen a 3.5% drop in their subscriber numbers in the last 18 months but also a 5% drop in their base of customers who subscribe to basic cable only.
Fewer customers means less profits. A decrease in profits makes shareholders very unhappy. If shareholders are unhappy they sell. Whats a company to do to keep investors investing? Raise their rates of course as this is the quickest and most profitable solution.
