“We are proud that Charter has become the fastest growing cable company in the U.S. by applying a core strategy of delivering superior broadband and video at highly competitive prices, along with high quality customer service. Our objective continues to be to grow our business by increasing the number of customers we serve and extending the lifetime of those customer relationships.
Charter has made its Spectrum products better and faster, as well as made them a better value. We offer the fastest minimum broadband speed of 60 Mbps without data caps or usage based pricing, more than 200 HD channels, thousands of Video on Demand options, a first of its kind cloud based user guide, and because we believe Charter’s customers will be happy with our products, we don’t have annual contracts or early termination fees. In recent years, we have also focused on providing superior customer service. We have added 7,000 jobs since 2012, most in customer care. As we train and manage our own employees, we’re creating a skilled labor force that is executing higher quality service transactions with our customers.
As a result of these investments in offering high quality products and improving customer care, our overall customer satisfaction ratings are trending in the right direction. Service call volume is declining, as is the number of service truck rolls, all while our customer relationships continue to grow.
In a recent letter to our newly acquired customers, Charter CEO Tom Rutledge explained our approach and what our customers – longtime and newly acquired – can expect from us. He wrote, “At Spectrum, we are working hard to redefine what a cable company can be. You will soon have access to the most advanced, fiber-rich network in the nation. In addition to improving service and reliability, we believe you deserve the best possible customer service, which is why we’re bringing over 10,000 outsourced customer service jobs back to the United States.”
We recognize however that significant work lies ahead as we integrate the recently acquired Time Warner Cable and Bright House Networks. At Charter we believe our most important relationship is the one we have with our customers. Our highest priority is to successfully integrate three companies. We will take the time, do the planning and devote the resources needed to make this transition as smooth as possible for our customers.”