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HomeMy WebLinkAboutIR 8318 INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 8318 May 1, 2001 ��►^aTxp�4 To the Mayor and Members of the City Council rl% tour x Pagel of 2 rt x 61(tz +svy SUBJECT: Charter Communication's Citizen Complaint Analysis City Council requested a report on citizens' cable complaints. The following is a summary of the complaint volume, followed by an analysis of the company's performance as required by,the franchise. The city cable franchise as amended with the transfer of the company to Charter Communications in 1999 requires Charter to comply with the Federal Communications Commission (FCC) standards that are part of our agreement. The standards require Charter staff to answer calls within 30 seconds 90 percent of the time and, if a transfer is necessary, that should take no longer than an additional 30 seconds. The standard requires installation to occur within seven days at least 95 percent of the time.The standard for repairs is they begin within 24 hours 95 percent of the time. The number of subscriber complaints to the City has generally remained the same for the 15-month period from January 2000 through March 2001. The exception occurred in March 2001. The City received 59 complaints in March. The increase in complaints occurred for two reasons: Subscribers were angry with Charter's removal of the Channel 5 radar channel and the new channel line up and with a price increase. By federal law, the City has no regulatory authority over either of these areas. The total complaints received by the City from January 2000 through March, 2001 are as follows: Charter Complaint History NH/ n ✓ rw/� ✓'�,t ✓r W r ' C 4ry far/J` r/ .n u 1JiUrQRr�i/ilrri mr /r i u //>>;h»' E _ G V F 'w i , ,» y , � i� / U ,lr✓p/i h a, So ✓r �lh ✓� �1�� �y f A4� Old ��l! r y �_ eriP51 U 30 0 4 %/ v l// ✓/� / r __ v r� cRro�{uyi i Y 9� 71 r$ ; 'f1i 9 ✓t! ✓7✓��x�Jai i✓w n �� r / '�'✓7y f/�„�9 l�ir�y .;�r,�(.17� �:ano1�f/y� �J. ,.a�✓r'+mi'y�.�? /i ✓��`,.,/� ,✓"a ;;.. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Month The area in which the city received the most complaints is billing. Technical complaints such as poor picture quality or poor performance of the @Home Internet service are at almost the same level. Detail information is attached along with City-required quarterly report for 2001 First Quarter. Throughout the last 15 months, Charter has been within the FCC standards for answering its complaint calls and responding to those complaints. Of the 482,083 calls that Charter received from January through March 2001 from customers in the 26 Fort Worth-area cities that it serves, the telephones were answered within 30 seconds ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 8318 ' May 1, 2001 To the Mayor and Members of the City Council rol 104: Page 2 of 2 SUBJECT: Charter Communication's Citizen Complaint Analysis 91.2 percent of the the. Ninety-nine percent of the time service was initiated within 24 hours and 100 percent of the time new service was installed within seven days after being ordered. Charter met the standards despite a large number of calls regarding the weather channel and the massive change in the channel line up. In addition, several major cuts to Charter cable occurred in March. Federal regulations allow calls associated with a cut to be excluded from calculations. Staff continues to meet with Charter representatives to emphasize good customer service. Charter's new call center manager, Kent Morris, brings more than 15 years of successful industry experience. Mr. Morris is strengthening management and supervisory processes as well as agaressively training customer representatives. A class of 17 customer representatives graduated recently and another class is being formed. In conclusion, Charter has complied with the customer service standards in the City's cable franchise and the complaints about Charter have been relatively stable for the last 15 months, with the exception of the March 2001. When difficult problems are called to Charter's attention after a citizen complaint, Charter works to satisfactorily resolve the problem. Please contact Assistant to the City Manager Pat Svacina at 817 87 1-6415 if you would like additional Gary Jackson City Manager ISSUED BY THE CITY MANAGER FORT WORTH, TEXAS C''!/�)'' i ice! 4,� r uti �r I- ce) � r sT- V- co a r1 M h- Lo e- M t- N co h- pi C (a .�C uo CO m O st` M u7 1I- u7 k0 4Q mot" N N N 1�' T N S3 r � M _ . C L M M LO N N M V (D U,) e- rl, r U9 N (0 qa r- E 4 O Ca0 Lo "Cr m N a a U 3 � s;uieldwoo 10 'ON c O M M N M ­r r N N Cl) Cr C cy • 7 � � O O E N U a U L � ro U (r M Ln M M Lo r - CC) b 0 yr 4 't h. r � Cif C CL1 cn N N N �- M E E L Ca 2 L CL Lo Z CL Ctl E O 4 F- U cu c � IfZ Via = > � � ar IML LZ r -�Qua er s t vlu x-, ni , JC K e- - 7!T. ;�W_ 'ar, VdAVA4* Ant qwut Y� . . . all Federal Communications Commission(FCC)customer service standards were met for field and call center operations. .• Telephones—answer time does not exceed thirty seconds ninety percent of the time Inbound calls—receive a busy signal less than three percent of the time Installations—complete within seven business days ninety-five percent of the time Outages—address within twenty-four hours of being identified The Call Center service level averaged 91.2,`o answering 439,510 calls within thirty seconds.for the .first quarter. Trunks busy percentage averaged 0.33%for the quarter. Field personnel continued to meet FCC standards for installation and service repairs, averaging.-99.0 o for service and 93.9%for installations. Customer Care calls directed from consortium cities averaged 14 per week during this second quarter. Charter Communications once again set the pace for Charter systems across the country in terms of growth of its customer base. Charter Digital service and Charter @Home remain especially popular service subscription enhancements. Charter staff, based in the Fort Worth metro was strengthened through the addition of two senior executives. Debbie Wood joined Vice President Terry Kennedy's team as Director of Sales and Marketing. Kent Morris joined as Director of Call Center Operations. Charter's Customer Care group graduated a class of 17 representatives. Plans are underway for a subsequent class with a start date as yet undetermined. Change continues at Charter as the operation focuses on improving customer satisfaction and customer response. During the quarter Charter met the FCC mandated requirement of customer equipment compatibility, realigning the channel lineup on March 6 Charter added the National Geographic channel to the analog lineup Charter added Weatherscan Local to the digital service lineup Charter announced the launch of Video on Demand to be effective April 12 Charter confirmed its partnership with the Fort Worth Zoo and the new Texas Wild facility. In June, Charter,in partnership with Animal Planet,will host Zoo Venture at the North East Mall. Charter customers will be entitled to free enjoyment of this popular children's show as well as substantial discounts at the Mall's Discovery Store. Look for more news from Charter regarding products and services as the year moves forward. Plans are underway to provide segmented programming for all elements of this multifaceted community. We will keep you up to date on our progress. Thank you for your support in our service partnership. roll kk �"y + `i � r Ewa - r71� met- 4. sic Call Center Productivity Jan Feb Mar Quarter Total Inbound Calls 174,327 140,103 167,653 482,083 Total Calls Answered Within 30 sec 158,772 128,795 151,943 439,510 Service Level Pmentage* 91.1% 91.9% 90.6% 91.2% All Trunks Busy Percentage** 0.29% 0.35% 0.32% 0.32% * Minimum FCC customer service standard is to answer calls within 30 seconds 901/0 o f the time each auarter. ** Minimum FCC customer service standard is to receive a busv sienal less than 3% of the time each quarter. On-Time Guarantee Jan Feb Mar Quarter Install On-Time Guarantee 93.9% 93.0%. - 94;7%. 93.9% Service On-Tune Guarantee 98.9% 98.6%, 99:30/6-.; 99.0% Install Availability{7 Days 100.00/0 100.00/0. 100.(r . 100.00/0 Service Call Availability{24 hrs. 98.7% 98.6% 98:6%, 98.4% Calls to the City Referred to Charter Communications Jan Feb Mar Total Benbrook 1 3 2 6 Burleson 0 0 0 0 Clebume 0 0 0 0 Crowley 0 0 0 0 EdgediffV'illage 0 0 0 0 Everrnan 0 0 0 0 Forest Hill 1 0 1 2 Fort Worth 21 29 50 100 Haltom City 1 0 0 1 Hurst 3 4 5 12 Keller 3 0 4 7 Kennedale 0 0 1 1 Lake Worth 0 0 0 0 Mans field 1 2 1 4 Northlake 0 0 0 0 N.Rid-dand Hills 3 3 7 13 Richland Hills 0 0 1 1 Roanoke 0 0 1 1 Saginaw 0 1 2 3 Southlake 3 0 2 5 Trophy Club 1 3 6 10 Watauga 0 1 1 2 Weatherford 0 0 0 0 Westlake 0 0 0 0 Westover Halls 0 0 0 0 White Settlement 0 0 0 0 s fi'. 0 � BC TriR92l O- 1'Vrr�tI9I1S dis cots pctibrrncd y.. eld technic r)AM recofQSSI:I�T b fNG' r l�•w •�' � .... �. ; ..,cur+T � ;, '-*- � 'db Vr f Installations Disconnects Net Change Franchise Jan Feb Mar Total Jan Feb Mar Totai Jan Feb Mar Total Benbrook 88 119 105 312 141 123 93 357 (53) (4) 12 (45) Blue Mound 5 7 17 29 15 11 8 34 (10) (4) 9 (5) Burleson 64 140 67 271 121 106 84 311 (57) 34 (17) (40) Cleburne 122 317 105 544 198 181 97 476 (76) 136 8 68 Crowley 33 39 21 93 31 29 13 73 :-2 10 8 20 Edgediff Village 2 2 4 8 7 14 7 28 (5) (12) (3) (20) Evecman 19 43 9 71 45 32 8 85 (26) 11: 1 (14) Forest Hill 60 79 30 169 64 54 27 145 (4) 25-`­ 3 24 Fort Worth 3,656 5,375 3,030 12,061 4,566 4,013 1,838 10,417 (910) 1;.362 1,192 1,644 Haltom City 237 295 144 676 190 257 147 594 47 38 (3) 82 Haslet 7 9 1 17 3 6 2 11 4 3 (1) 6 Hunt 165 202 82 449 196 202 123 521 (31) 0 (41) (72) Keller 105 100 59 264 126 96 82 304. (21) 4 (23) (40) Kenneclale 8 28 47 83 35 23 7 65 (27) 5 40 18 Lake Worth 19 21 40 80 28 32 23 83 (9) (l 1) 17 (3) Mansfield 121 116 75 312 127 103 79 309 (6) 13 (4) 3 Marshall Creek 1 2 2 5 5 4 4 13 (4) (2) (2) (8) N.Richland Hills 272 303 231 806 313 321 208 842 (41) (18) 23 (36) Northlakc 2 2 0 4 6 1 4 11 (4) 1 (4) (7) Richland Hills 38 32 20 90 48 50 12 120 (10) (18) (2) (30) Roanoke 28 24 13 65 20 16 8 44 8 8 5 21 Saginaw 59 64 140 263 78 67 49 194 (19) (3) 91 69 Southlake 74 48 29 151 58 55 43 156 16 (7) (14) (5) Trophy Club 40 33 18 91 53 48 31 132 (13) (15) (13) (41) Watauga 57 65 34 156 84 95 95 274 (27) (30) (61) (118) Weatherford 134 174 88 396 222 177 84 483 (88) (3) 4 (87) Westlake 0 0 0 0 0 0 0 0 0 0 0 0 Westover Hills 1 1 1 3 1 2 0 3 0 (1) 1 0 White Settlement 86 235 139 460 159 134 71 364 (73) 101 68 96 :: �.a• otar�� ��.,y�'�?e�a¢� st inclu~rl�aliyu�sllnc�dan��bdrtCOnnect truth o a;field`and ofFicr. , .r w�e"� �tr� .'+ °t 4�wr. � M'" .+ �, � � ,fie• ,'"' I _r ty- ".yyr'.- ..rr•Yit:�•� - -.....*'fr.«t�L-rr .. .� .r'-�.-. r _._d".�_ .c4�.. .r. A _J`..._ lY.r rr-'- 'Rc Service Calls Outages Franchise Jan Feb Mar Total Jan Feb Mar Total Benbrook 227 156 138 521 4 5 5 14 Blue Mound 9 12 11 32 0 0 0 0 Burleson 174 131 120 425 0 1 5 6 Cleburne 145 130 88 363 1 1 1 3 Crowley 52 39 47 138 3 2 3 8 Edgediff Village 16 21 ?2 39 0 0 :.0, 0 Everrrtan 35 42 36 113 2 0 2 Forest Hill 115 88 73 276 0 3' ':p 3 Fort Worth 4,599 3,934 4;011 12,544 85 135 126 346 Haltom City 257 241 256 754 12 9 9 30 Haslet 14 18 18 30 0 0 0 0 Hurst 278 ?25 282 785 1 3 11 15 Keller 202 174 193 569 3 5 7 17 Kerinedale 41 25 30 96 1 1 0 2 Lake Worth 42 32 46 120 1 1 0 2 Mansfield 225 190 162 577 4 7 8 19 Marshall Creels 4 1 3 8 0 1 0 1 N.Richland Hills 448 394 478 1,320 7 17 17 41 Northlake 3 3 2 8 0 0 0 0 Richland Hills 71 55 52 178 1 2 1 4 Roanoke 26 27 21 74 4 4 1 9 Saginaw 126 84 140 350 4 9 6 19 Southlake 231 205 192 628 16 8 10 34 Trophy Club 67 76 90 233 4 5 13 22 Watauga 105 65 114 284 3 2 2 7 Weatherford 163 149 167 479 1 2 4 7 Westlake 0 0 2 2 0 0 0 0 Westover Hills 10 4 11 25 0 0 0 0 White Settlement 117 102 145 364 0 2 1 3 bt�tr A '" lviz E3daarARd/br ects perRsr'uy d bq a field tCChniciAr}rrc reco � rto-? n �.�.!;. � y +- + -:•"�` is -+!"' r_'• � � — ... - - �� Y a M •y, wf,` ra ,.. .,....r..8`_: sr:.... ...w '�. „'�,`- _..d-.._ :�. .r, - -- _- a►,. ter.. k. lot Homes Passed Basic Customers Penetration% Franchise Jan Feb Mar Jan Feb Mar Jan Feb. Mar Benbrook 9,840 9,845 9,847 4,417 4,401 4,395 44.90/0 44.7% 44.6% Blue Mound 708 709 709 306 311 308 43.2% 43.9% 43.4% Burleson 7,760 7,770 7,773 2,793 2,823 2,786 36.0% 363% 35.8% Clebume 9,644 9,661 9,676 5,181 5,329 5,311 53.7% 55.2% 54.9% Crowley 3,175 3,175 3,175 1,002 1,013 1,020 31.63% 31.9% 32.1% Edgediff Village 798 798 799 408 402 397 51.1% 50A%o 49.7% Everman 1,839 ._ 1,842 1,842 641 653 652 34.9% 35.50/3 35.4°/a Forest Hill 3,682 3,688 3,690 1,392 1,405 1,395 37.8% 38:1% 37.8% Fort Worth 231,745 232,009 232,275 73,527 74,736 75,258 31.7% 32:2% 32.4% Haltom City 13,668 13,678 13,679 5,176 5,208 5,7..04 37.9% 38.1% 38.0% Haslet 606 606 607 174 176 175 28.7% 29.0% 28.8% Hurst 16,059 16,065 16,071 6,194 6,194 6,145 38.6% 38.6% 38.2% I; Keller 10,398 10,417 10,423 4,359 4,375 4,357 41.9% 42.0% 41.8% Kenneciale 2,061 2,063 2,068 608 622 653 29.5% 30.20,% 31.6% Lake Worth 2,146 2,150 2,150 784 796 794 36.5% 37.0% 36.9% Mansfield 110,200 10,224 10,231 3,225 3,257 3,233 31.6 01'o 31.9% 31.6% Marshall Creek. 240 240 240 65 64 61 27.1% 26.7% 25.4% Northlake 135 135 136 19 18 16 14.1% 13.3% 11.8% N.Richland Hills 21,410 21,510 21,525 9,026 9,082 9,074 42.2% 422% 42.2% Richland Hills 3,325 3,327 3,329 1,352 1,348 1,356 40.7% 40.5% 40.7% Roanoke 1,709 1,711 1,713 421 426 437 24.6% 24.9% 25.5% Saginaw 5,097 5,109 5,372 1,880 1,941 1,971 36.9% 38.0% 36.7% Southlake 7,740 7,750 7,760 3,513 3,309 3,506 45.4% 45.3% 45.2 0,'o Trophy Club '-2700 2,704 2,707 1,473 1,476 1,480 54.6% 54.6% 54.7% Watauga 7,084 7,086 7,086 2,818 2,792 2,737 39.8% 39.4% 38.6% Weatherford 9,625 9,641 9,647 4,785 4,758 4,770 49.7% 49.4% 49.4% Westlake 7 7 7 3 3 3 42.9% 42.9% 42.9% Westover Hills 256 256 257 134 134 134 52.30,`0 52.3% 32 1% White Settlement 6,371 6,380 6,382 2,375 2,525 2,543 37.3% 39.6% 39.8% a a & t induct ins?�llau3n and du c nec[aar�actiaas,YFeid"and aier,�< i. •'"^� .i ...L r- nx 1 ietg,_''�MRi��,Yit"• Call Center Productiviry Jan Feb Mar Quarter Total Inbound Calls 174,327 140,103 167,653 482,083 Total Calls Answered Within 30 sec 158,772 128,795 151,943 439,510 Service Level Percentage* 91.1% 91.9% 90.6% 91.2% All Trunks Busy percentage** 0.29% 0.35% 0.32% 0.32% * Minimum FCC customer service standard is to answer calls within 30 seconds 90%of the time each quarter. ** Minimum FCC customer service standard is to receive a busv sienal less than 3%of the time each quarter. On-Time Guarantee Jan Feb Mar Quarter Install On-Time Guarantee 93.9% 93.0%• 94.70/0_ 93.9% Service On-Time Guarantee 98.9% 98.6% 99.3%., 99.00/0 Install Availability<7 Days 100.0% 100.0% 100.0%r a 100.0% Service Call Availability<24 hrs. 98.7% 98.6% 98.0°/0 98.4% Calls to the Citv Referred to Charter Communications Jan Feb Mar Total Benbrook 1 3' 2 6 Burleson 0 0 0 0 Cleburne 0 0 0 0 Crowley 0 0 0 0 Edgediff Village 0 0 0 0 Evemhan 0 0 0 0 Forest Hill. 1 0 1 2 Fort Worth 21 29 50 100 Haltom City 1 0 0 1 Hurst 3 4 5 12 Keller 3 0 4 7 Kennedale 0 0 1 1 Lake Worth 0 0 0 0 Mansfield 1 2 1 4 Northlake 0 0 0 0 N.Richland Hills 3 3 7 13 Richland Hills 0 0 1 1 Roanoke 0 0 1 1 Saginaw 0 1 2 3 Southlake 3 0 2 5 Trophy Club 1 3 6 10 Watauga 0 1 1 2 Weatherford 0 0 0 0 Westlake 0 0 0 0 Westover Hills 0 0 0 0 White Settlement 0 0 0 0 iJ► r „,tom �,.,.,�-- �.�' _p titans or d}i ects p ored by a field technic&are recoXecP nnac �� _�..,"� 'I�'wR”' „Y'i.,.�—•G�� ''fir �"'�.i�,r` ' ,.. .* .. .'eS"l ' .