Category Archives: Customer Satisfaction

After standing me up twice (see “Comcast drops the ball again“), Comcast finally sent a technician Friday evening to repair my cable television service. The whole ordeal, while enormously frustrating, has also been educational. Here is what I learned… 1. … Continue reading →

My satisfaction with Comcast digital cable was extremely short-lived. After a maddening ordeal trying to order the service (see “Ordering from Comcast – Like a visit to the proctologist“), I was finally able to get the service installed (see “Comcast … Continue reading →

I recently wrote about a frustrating experience trying to place an order with Comcast for high speed internet and digital cable television (“Ordering from Comcast – Like a visit to the proctologist” – March 12, 2008). Within 24 hours of … Continue reading →

In a recent post, I wrote about a terrible experience I had trying to place an order with Comcast for high speed internet and digital cable television. Within 24 hours of publishing that report, I received a call from the … Continue reading →

Today I tried to place an order with Comcast for high speed internet and digital cable television. What should have been a simple transaction was anything but easy. Here’s how it went… As an existing customer, I logged into the … Continue reading →

Consumer complaints about airline service soared 107 percent in July, the highest level reported for that month in five years. The U.S. Department of Transportation fielded 1,717 complaints in July, up from 831 in July 2006, according to the agency’s … Continue reading →

According to the J.D. Power and Associates 2007 Primary Mortgage Servicer StudySM, BB&T (Branch Banking and Trust) ranks highest in overall customer satisfaction with a score of 860 on a 1,000-point scale. M & T Mortgage follows in the rankings … Continue reading →

If your company overemphasizes reactive approaches to customer satisfaction and habitually addresses customer service problems as they arise instead of taking proactive measures to prevent them, you may be engaged in a risky business. This is the conclusion of a … Continue reading →

With four models topping the rankings for their vehicle segments in an annual J.D. Power and Associates customer satisfaction survey of U.S. drivers, Honda Motor Company outperformed all other automakers. Honda’s newly redesigned CR-V small crossover sport utility vehicle, Ridgeline … Continue reading →