What would be the pros and cons of alternative

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Reference no: EM132195063

Pros and Cons

Customer service issues have plagued Xfinity for a number of years. The American Customer Satisfaction Index (ACSI) ranks Xfinity as #6 of 14 Internet Service Providers in Customer Satisfaction. Contributing to the issue is a slew of left behind infrastructure from prior acquisitions that further complicate troubleshooting, increasing service interruptions, and customer dissatisfaction. To reverse this negative connotation, Xfinity needs to implement both long- and short-term strategies to improve customer satisfaction and training for the externally-facing Customer Service technicians in order to improve the company’s reputation amongst service providers.

As a result, one of short-term alternative would be for Xfinity toprovide immediate network outage information directly to users via a notification service or application. The company should also work to schedule any planned outages during off peak hours, as to not affect the majority of customers.

(Example: Inform users via text message or through its phone application when video streaming servers are offline or there is an expected outage for construction. This provides a certain level of expectation management for the customers.)

What would be the pros and cons of this alternative?

Pros:

Cons:

Reference no: EM132195063

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