Report takes aim at airlines, cable companies
A couple of companies you are familiar with have been called out for bad customer service in a new report that is out.
The latest version of American Consumer Index has been released, and airlines and cable companies like United and Comcast are just two of the companies put on notice. Part of the problem according to the report is what happens when you try to call them to resolve an issue
Many consumers have complained about the difficulty in getting a live person on the phone. The report says many don’t like having to get through the maze of an automated response when they call.
However, Richard Alderman of the University of Houston tells KTRH you don't have much choice but to keep going back to these companies, even if the service isn't good.
“Every business wants to do better, but if there’s not the incentive that you’re going to lose business and customers, they don’t do it as quickly,” Alderman said.
Alderman says United has had its issues since merging with Continental.
“They’ve been going through a lot of growing pains, but when consumers don’t have choices they may have to settle for things that they may not want to settle for,” Alderman explained.
United told KTRH in a statement they are working on improving customer service.
“Customer satisfaction results from consistent reliability, quality products and good customer service. We improved our 2012 performance in September and are working hard to maintain the high performance levels our customers and co-workers expect. We also are introducing several initiatives in 2013 to continue consistent on-time operations and improve customer service, including simplifying our processes and providing additional tools and training for our front-line coworkers.”KTRH was unable to reach Comcast for their reaction to the new report.
Hear the podcast with Matt Patrick and Houston's Morning News as he talks with KPRC Local 2 Investigation and consumer reporter Amy Davis: