Broadstripe Listens to Customer Feedback, Implements Critical Service Enhancements

TUKWILA, Wash., May 26 /PRNewswire/ -- Broadstripe, a leading provider of entertainment, information and communications, recently rolled out a number of crucial service enhancements as part of a continued effort to improve its customer service reputation.

"We made customer feedback our priority. Our subscribers spoke, we listened and we guaranteed," said Tony Lent, Chief Commercial Officer at Broadstripe. "In the past year, we have systematically addressed every customer service issue that has been brought to our attention."

In an industry that often finds itself plagued with criticism, Broadstripe, a small provider relative to better known industry giants, has adopted a grassroots approach to ensure that the customer experience is best-in-class.

"Historically, the Northwest region had been a trouble spot for us," said David Irons, EVP and General Manager of NW Operations. "I felt it was important to engage the community, really talk to the people to be able to better serve their needs, and that is exactly what we did."

Since he joined the Broadstripe team in September 2009, Irons has been a featured speaker at more than 20 community forums throughout the state, where he personally responded to subscriber issues ranging from technician complaints to internet speed deficiencies. Just before Irons took the reins in Seattle, Broadstripe spent tens of millions of dollars upgrading its network, overhauling customer service operations and implementing an array of customer-friendly initiatives across all of the markets it serves.

Over the past five months, the company has taken on the following initiatives to improve the customer experience:

• The first-ever lifetime price guarantee in the industry: Broadstripe Forever
• 60-day Money-back Guarantee
• Broadstripe Callback Service
• Extended call center hours to 10 p.m. PST to better accommodate NW customers
• Two-day tech service guarantee
• Night and weekend appointments and same-day/next-day service
• Post-service customer surveys for both in-home visits and call center experiences
• Website redesign to improve subscriber usability and self-help components
• Addition of targeted programming including LOGO on Digital Basic platform and Bravo-HD on HD Basic platform

"Our customers are, without a doubt, the most important part of our business and we value their loyalty," said Tamara Shelman, Senior Vice President of Customer Care at Broadstripe. "We know our subscribers had concerns with things like rate increases and call center responsiveness and we took strategic measures to correct these issues."

Shelman and her customer service team significantly increased staffing levels and required that customer service representatives undergo extensive training to better serve Broadstripe subscribers. Customer service hours of operation were extended to better accommodate Pacific Northwest customers in Washington and Oregon. The company also launched the Broadstripe Callback Service to ensure that when subscribers call the company's customer service hotline during peak time periods they no longer have to wait on hold for a customer service representative. Instead, customers have the option to leave their home or mobile numbers with the callback service to maintain their place in line. Most recently, Broadstripe instituted a two-day tech service guarantee and now offers customers same-day/next-day and night and weekend appointments.

"We recognize that our customers' time is valuable and, as a smaller provider, we feel as though we're uniquely positioned to address customer needs in a grassroots, hands-on fashion," said Irons. "Broadstripe prides itself in providing the best in overall value in in-home communications and entertainment and we're committed to listening to our customers and making the kinds of changes we know they want to see."

In an industry dominated by cable giants, Broadstripe has redoubled its efforts to remain a leader in customer service and value through innovative, revolutionary programs.  

About Broadstripe

Broadstripe, a nationally recognized technology leader, is dedicated to providing its residential and business customers superior entertainment, communications products and outstanding customer service in all the markets it serves. Broadstripe provides a wide range of state-of-the-art digital cable, home phone and broadband internet services in communities in Michigan, Oregon, Maryland and Washington. A full listing of Broadstripe service areas can be found at www.broadstripe.com.

SOURCE Broadstripe