ALBANY — Mediacom Communications Corp. is implementing a number of “positive enhancements” designed to improve the overall customer experience, Melanie Hannasch, marketing senior manager, said Monday.
According to Hannasch, Medicom has invested “a lot of time” in online and telephone surveys to determine improvements current and prospective clients consider most important. Respondents, according to Hannasch, have told Mediacom they don’t want to spend four hours or more away from work waiting for a technician.
As a move toward customer relations, Mediacom has introduced night and weekend appointments. In addition, for customers with the first appointment of the day or after lunch, Mediacom promises no more than a 30-minute window for the arrival time, said Sue Misiunas, vice president of operations, Georgia region.
“In addition to expanding service hours and shortening appointment windows, we wanted to prove to our customers that we fully stand behind the products and the services we sell, so we have introduced a 90-day money back guarantee to give customers the confidence that choosing Mediacom is the right decision.”
Hannasch said the changes in service and guarantee have been in place since January and have been well received by Mediacom customers.
“This has all gone very well so far,” Hannasch said. “We’ve been following up on customer satisfaction and our scores in Georgia have improved significantly.”
And why had Mediacom, for many years Albany’s cable provider, not moved to offer these services sooner? According to Hannasch, the changes spring from the desk of David McNaughton, vice president of sales and marketing after the “re-privatization” of Mediacom Corp.
“Mediacom was founded and owned by Rocco B. Commisso years ago, but it went public around 2002,” Hannasch said. “Since last May, It’s private again — with the original owner, and that’s when David McNaughton began the survey process to communicate with our customers.”
According to Hannasch, Mediacom’s new 90-day guarantee replaces the previous 30-day promise.