APRIL REPORT

Allegiance Voice

General Overview

41 submissions through the Voice Tool in

April

Compliments – 40

Complaints – 30

Questions – 9

Suggestions – 2

General Compliment Sentiment

All compliments are about customer service

reps and techs

Courteous

Fast

Knowledgeable

Patient – especially when dealing with Internet issues

in the home

General Complaint Sentiments

The one week outage in the Northwestern

portion of the state made up the bulk of the

complaints in April

Complaints about the stability of cable

Especially in McCook

Verbatim Comment for Internet Outage

Questions

How to use eBill

Will work on educational resources for customers

about eBill

Next set of video tutorials will be about eBill

Text based instructions to be made available on the web

DVR questions

Working on DVR instructions

What are Customers Talking About?

Customer Service – 46

Compliments – 37

Complaints – 6

Questions – 3

Suggestions – 0

What are Customers Talking About?

Products and Services – 22

Compliments – 0

Complaints – 17

Questions – 2

Suggestions – 3

Key Takeaways

Areas of Strength Customer Service is still seen as a significant benefit of

being a GPC customer

Areas of Concern Echoing the Pulse survey, price and quality are high on

list of complaints McCook cable complaints account for 50% of

complaints since Mar 1st

10% of total complaints