HomeMy WebLinkAboutIR 8084 INFORMAL REPORT TO CITY COUNCIL MEMBERS No. 8084
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�oF,w�r�$ To the Mayor and Members of the City Council July 29, 1997
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fEXA Subject: QUARTERLY CUSTOMER SERVICE REPORT OF MARCUS CABLE
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On November 1, 1995, the Fort Worth cable television franchise changed from Sammons Communications to Marcus
Cable Associates.
With the transfer, the City implemented an extensive customer service monitoring plan which included testing the
telephone system and recording outages on the system by MAPSCO location. Staff also records complaints about
Marcus Cable rates.
The following information reflects the number and type of telephone calls received during the quarter ending June 30,
1997:
Customer Service Related Calls 133
Citizen General Information Calls 68
Calls Relating to Rate Increase 116
Cable Outages by Month
April 139
May 140
June 156
Of the 133 customer service related calls, 21 or 16% related to missed service calls; 26 or 19% related to customers
having problems reaching Marcus via telephone; 5 or 4% related to not receiving a return call from the company; 11 or
8%related to upgrade problems;27 calls or 20%came from people who tried to work with the company but were not
satisfied and called the city; and 6 calls or 5% related to miscellaneous. The largest number of calls, 37 or 28%were
cable customers who called the city first to tell of cable problems rather than calling the company.
Cable staff also called the company at random 53 times during the quarter to"test" the phone system for speed in
answering, ease of getting to a customer service representative (CSR),or reporting a customer service call that had
been called into the city rather than the company. Results of these calls are as follows:
19 times,The message system picked up and transferred within 30 seconds 36%
23 times,The hold for a CSR was longer than FCC requirement 43%
10 times,The system gave a busy signal 19%
1 time, The system hung up 2%
The longest wait on the phone before a CSR answered was approximately 17 minutes.
The City will continue to monitor customer service concerns and report the results to City Council.
Bob Terrell
City Manager
ISSUED BY THE CITY MANAGER - FORT WORTH,TEXAS-