Sky Retailer reports, They like it, they really really like it – WildBlue that is, and the service that the satellite broadband company provides its subscribers. In a recent customer survey, WildBlue was given an A by the consumers who pay for its internet service.
According to the company, 94 percent of it’s subscribers were either ’satisfied’ or ‘very satisfied’ with their high speed internet via satellite service. As part of the 94 percent overall satisfaction rate, the company received excellent scores for installation quality, reliability, download and upload speeds and customer care.
WildBlue conducted this customer satisfaction review in mid-November with independent research firms Aspen Media and Market Research and Highline Research Group. Tom Burkhart, senior VP of Highline Research Group, said WildBlue received one of the highest satisfaction levels that the market research company has ever recorded. In addition, WildBlue’s customer survey showed that nine out of 10 respondents would recommend the company’s broadband internet service to a friend or neighbor.
WildBlue is constantly focused on customer service. As a matter of fact WildBlue has invested in technology that gives them the ability to look at a customers signal quality history. This adds a new level to customer service. Installers will no longer be able to leave the job with a week signal. When the installer closes out a job, the customer service representative will verify (in real time) that the satellite signal is at an acceptable level. This will not only protect the customer, but it will also protect the installer. Imagine, a customer calls in with a problem 3 months after installation, the service representative looks at the customers signal history and sees that it has been very strong up until just recently. This tells us that the installer had a strong signal locked in but something has most likely moved the dish off course. A basketball, a tornado, a cow (cows always leave evidence at the crime scene, just look for the hairs on the back of the dish).
I’m sure there are hundreds of other situations where signal history is going to help provide better customer service.