Comcast's Customer Service Rate Plummets: What Do You Think, Caldwells?

Are you happy with your Comcast service?

The cable provider’s customer service approval rating has drastically dropped over the past year, according to a recently-released study by the American Customer Satisfaction Index (ACSI).

Their score of 54 out of 100 is a ten percent drop from 2014, and a drop of over 15 percent from 2001, the first year of the study.

They ranked third-lowest of the 14 subscription television services surveyed.

“There was a time when pay TV could get away with discontented users without being penalized by revenue losses from defecting customers, but those days are over,” said Claes Fornell, ACSI Chairman and founder, in an analysis of the study. “Today people have more alternatives than ever before. Consumer abandonment of pay TV is shaking up the industry and lower satisfaction could mean even more cord cutting by subscribers ahead.”

Comcast officials said that they are looking for ways to improve their service.

“We have a massive plan underway to reinvent the customer experience,” said Comcast’s Jenni Moyer, Senior Director of Corporate Communications, in an email to Patch. ”We are investing an incremental $300 million, hiring thousands of people and looking across our business to make real changes in the way we interact with customers.”

Comcast says it will take time for the measures it has put in place to be seen in results.

“We have had early positive feedback from customers who have experienced some of these changes firsthand,” Moyer said. “But it will take time for those results to be reflected in national surveys like ACSI.”

What do you think about Comcast’s service? Is the ASCI rating fair? Share your opinion with the Patch community in the comments section below!