Pros and Cons Customer service issues have plagued Xfinity for a number of years

Question

Pros and Cons

Customer service issues have plagued Xfinity for a number of years. The American Customer Satisfaction Index (ACSI) ranks Xfinity as #6 of 14 Internet Service Providers in Customer Satisfaction. Contributing to the issue is a slew of left behind infrastructure from prior acquisitions that further complicate troubleshooting, increasing service interruptions, and customer dissatisfaction. To reverse this negative connotation, Xfinity needs to implement both long- and short-term strategies to improve customer satisfaction and training for the externally-facing Customer Service technicians in order to improve the company’s reputation amongst service providers.

As a result, one of short-term alternative would be for Xfinity toprovide immediate network outage information directly to users via a notification service or application. The company should also work to schedule any planned outages during off peak hours, as to not affect the majority of customers.

(Example: Inform users via text message or through its phone application when video streaming servers are offline or there is an expected outage for construction. This provides a certain level of expectation management for the customers.)

What would be the pros and cons of this alternative?

Pros:

Cons:

Explanation / Answer

Answer)

Company Xfinity is an Internet Service Provider which ranks #6 of 14 in Customer Satisfaction. Many infrastructure issues have cropped into the company and it has complicated the infrastructure.. The issues further complicate troubleshooting, increasing service interruptions, and customer dissatisfaction. Xfinity thus here, needs to implement both long- and short-term strategies to improve customer satisfaction and training for the externally-facing Customer Service technicians in order to improve the company’s reputation amongst service providers.

What Xfinity has decided is that they will provide immediate network outage information directly to users via a notification service or application such as through a sms or an application. The company should also work to schedule any planned outages during off peak hours, as to not affect the majority of customers.

The above outages will happen as the company will be working on the construction and repairs of the network. Thus, there are pros and cons of this process. Pros are:

a) Xfinity will be able to upgrade it's network without any shut downs.

b) It will match customer and consumer satisfaction by upgrading the network and resolving issues.

c) Business will not stop and majority of customers will stay unaffected.

d) Outage notifications will help the customer to plan his usages better during peak hours.

Cons are:

a) Customers will be affected and possibly enrages for outages during their usage time of Internet.

b) Customers may argue why should they keep using the ISP of it is having outages frequently as resolving issues or construction will take long times.

c) May degrade the existing brand value and rank of the company.

d) Customers may leave citing reasons as poor service.

e) As many businesses use Internet round the clock and to run many important services, thus, it may impact the customers.

f) Customers might not be happy with just the outage notification.

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