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Why We’re Different: Charter’s Commitment to the Customer Experience

March 2, 2016

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Last year, Charter was able to reduce service calls by 938,000. When issues did come up, a Charter employee–not an agent in an overseas call center –handled the call 95 percent of the time. This is because Charter is a different kind of cable company.

Our most important relationship has always been the one with our customers, which is why we’ve invested so much attention and resources on improving our service. Unlike many of our competitors, one-third of our service appointments occur at nights and on weekends, and we offer one-hour windows in all of our markets because we know our customers’ time is valuable.

To make sure our products match our superior service, we’re constantly investing in new infrastructure improvements to bring faster speeds to more places. Last year, we completed over 1,600 miles of line extensions, increasing broadband access to 71,000 homes.

If our proposed merger with Time Warner Cable and Bright House Networks is approved, New Charter is committed to building out one million line extensions of our networks into residential areas, beyond where we currently operate. These new facilities will help provide high-speed service to rural and other underserved areas, ensuring even more Americans have access to reliable, high-speed broadband.

Since 2012, we’ve also created 7,000 American jobs, most of which are dedicated to enhancing our customer care. Our insourced workforce is better trained, properly incentivized and better equipped to provide our customers with the best possible service. If the transaction with Time Warner Cable and Bright House Networks is approved, New Charter will make sure all our new customers get the same experience. We’ve committed to hiring and training up to 20,000 American workers most of whom will be our new customer care employees. In many cases, we’ll be able to create these positions by using our combined resources to bring TWC call center jobs back to the United States from overseas.

This is important to us, but it’s also important to the consumers who are paying attention to our proposed merger. When surveyed, six in 10 people said bringing call center jobs back from overseas makes them more likely to support the proposed transaction merger.

It’s also clear that Charter’s other values – expanded broadband access, quality customer care –  are the same values held by consumers.

A recent survey of registered voters shows that 53 percent think Charter’s commitment to expanding broadband access will have a positive impact across the board.

We’re also not alone in thinking New Charter will be a good thing. When respondents learned more about all our customer service offerings and the commitments we’ve made, the number of respondents who think the merger will have a positive impact on customer service doubled in size.

We’re happy people are paying attention, and even happier that they like what they’re seeing. But regardless of what the polls say, we’re committed to using a strong American workforce to bolster our customer service because it’s the right thing to do.

*Morning Consult conducted a national survey, on behalf of Charter Communications, of 2,002 registered voters from February 26-27, 2016. The data included in this post is a result of that survey, showing voters respond positively to Charter’s commitments to job creation and expansion of broadband access in the context of the proposed Charter-Time Warner Cable-Bright House Networks transaction. Results from the full survey have a margin of error of ±2%. (Topline/Crosstabs)