HomeMy WebLinkAboutIR 8126 INFORMAL REPORT TO CITY COUNCIL MEMBERS �26
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To the Mayor and Members at the City Council
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' ►� Subject: MARCUS CABLE CUSTOMER SERVICE MONITORING
FOR FIRST QUARTER 1998
Discussion:
On August 29, 1995, City Council approved Ordinance No. 12105 which transferred the cable television
franchise from Sammons of Fort Worth to Marcus Cable Associates, L.P. The transfer of the system was
effective on November 1, 1995.
In the Transfer Agreement Marcus is required to comply with customer service standards set out by the
Federal Communication Commission (FCC) 90% of the time. Besides customer service, Marcus agreed
to abide by the National Cable Television Association (NCTA) on-time guarantee for installations. The
guarantee credits $20 to a subscriber if a service technician does not meet a four-hour time window for
installations.
Since the transfer occurred, the Cable Office staff has been monitoring the cable system for customer
service,especially those areas set by the FCC as being minimum requirements that the cable television
subscriber can expect. A listing of the minimum FCC customer service standards is attached.
In March 1998 City Council found Marcus Cable did not meet the FCC minimum standards in Third and
Fourth Quarters 1997.As a result of Marcus Cable not meeting the minimum customer service standards
90% of the time during the quarter ending December 31, 1998, City Council assessed liquidated damages
of$5,000 for non-compliance.
The First Quarter 1998 ended on March 31, 1998. During the First Quarter 1998, 397 citizen complaint
calls were received by the Cable Office as follows:
January 82 calls
February 78 calls
March 127 calls
April 110 calls (through April 24)
Over the quarter, 82 calls (29%) were complaining of service interruptions, poor reception and inability to
reach the company by telephone. In 12 instances (4%), callers said the installer had not shown up when
expected. In 50 instances (17%), the customer had a billing concern and could not reach the company to
ask a question.
Seventy-five calls (26%) complained of having to hold too long, dealing with a Customer Service
Representative (CSR) who could not answer the complaint or question, or being promised a call back and
not receiving one. Additionally, 13 people ON received a busy signal when they called.
w The remaining 55 calls dealt with miscellaneous matters such as rate complaints, not receiving a refund
within 30 days after canceling service, not being informed of the rebuild in the area, wanting service
transferred and wanting cable service.
ISSUED BY THE CITY MANAGER FORT WORTH,TEXAS
INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 8126
April 21, 1997
eF tit To the Mayor and Members of the City Council
Page 2 of 2
tE Subject: MARCUS CABLE CUSTOMER SERVICE MONITORING
1873
FOR FIRST QUARTER 1998
In addition to the citizen calls received, the cable office staff made 50 calls to the company to test the
system. The expression "Standard Met" means that the phone system picked up within 30 seconds and
transferred to a CSR within 30 seconds. The results are as follows:
In January, 15 calls were made
Standard Met 3 times (20%)
Busy Signal 3 times (20%)
Long Hold or No Answer Before Hanging Up 9 times (60%)
In February, 12 calls were made
Standard Met 5 times (42%)
Busy Signal I time (8%)
Long Hold or No Answer Before Hanging Up 6 times (50%) .........................
In March, 23 calls were made
Standard Met 7 times (30%)
Just Rang 5 times (22%)
Long Hold or No Answer before hanging up 11 times (48%)
Outages reported during the quarter, by month are as follows.
January 90 outages
February 108 outages
March 91 outages
While the number of calls has diminished from the high of more than 800 calls during the last quarter of
1997,the number of calls to the city exceed the Third Quarter 1997. The customer service telephone
system still appears to be a problem. It is the initial contact that is important to a subscriber with a cable
problem. Customer experience and city testing of the Marcus system indicate that the initial contact may
result in a substantial hold for a subscriber, a busy signal or a CSR who will not be able to help the
subscriber.
Marcus Cable has notified the City of intensive efforts to improve its customer service. Since the Fourth
Quarter 1997, Marcus has increased the number of CSRs from less than 50 to 100. Another 30
individuals are in training and will be available within three weeks. Marcus also has enhanced its contract
with its installation and service contractors to insure timely service. A letter from Marcus is attached.
City staff will continue to monitor Marcus' customer service.
4a"
Bob Terrell
City Manager
ISSUED BY THE CITY MANAGER FORT WORTH,TEXAS
MINIMUM CUSTOMER SERVICE STANDARDS
FCC Regulations:
Maintain telephone line 24 hours a day.
Work on service interruptions to begin immediately; in no event later than 24 hours since
it became known.
Standard installations within 7 days.
Appointments at a specific time or within a 4-hour block.
Customer service/bill payment locations open during normal business hours and
conveniently located.
Answer calls within 30 seconds; transfer calls within another 30 seconds.
Callers to receive a busy signal less than 3%of the time.
"N
CMT