Customer satisfaction improves
Improving service for our customers continues to be our goal.
Last year, our customer service experience, measured by our customer service index, continued to improve for the third consecutive year. This means we are getting better at keeping our promises and “doing it right the first time”.
Focusing on fundamentals
In 2010, we will build on the service improvements
we introduced in 2009, like Same Day, Next Day
Repair and Express Installation services, by
enhancing our processes and improving our
quality programs. Work order accuracy will be
improved and the number of trips to customers’ homes and businesses by technicians will be
reduced. In addition, our online buying experience
will be simplified, making it easier for customers
to find, select and purchase our products and
services.
Enhancing the service experience
Delivering an enhanced customer service
experience each and every time requires an
intentional focus and approach – leaving nothing
to chance. In 2010, we are redesigning the
customer experience for our residential and
business customers and introducing a
comprehensive skills training program for all
frontline employees and managers to ensure
its success.
