Does Comcast Have the Best Customer Satisfaction for Internet Service?

Customer service is a very important consideration when shopping for or utilizing an internet service. Many people cite poor customer service as a reason to switch providers (even if the switch resulted in higher internet prices). Comcast is one of the leading internet providers in the United States, but how does Comcast rate on customer service? You can contact a customer service representative here with your questions, and you can read the review below.

ASCII has been the standard in rating products and services since 2001. Since the beginning, Comcast has scored low on customer service satisfaction with marginal improvement; however, it does score midrange among the providers reviewed based on a number of factors.

Cons

When researching Comcast customer service, it is easy to find a great deal online about how Comcast has the worst customer service in the industry, but is this an accurate representation? Comcast has a problematic history when it comes to customer service. Comcast was blasted by the media in 2014 for a 20-minute call in which a customer was trying to cancel service, and the customer service representative tried several tactics to not fulfill that request. Comcast later admitted the representative was performing the job the way the company required, and this did a lot to damage the company's public image. Internet services as a whole lean toward poor customer service satisfaction as outages occur, internet speed slows and pricing continues to rise, and Comcast rates average to other companies when it comes to overall satisfaction. Comcast customer service also has a high turnover rate resulting in fewer techs to handle customer issues. The biggest complaint customers have is with internet outages and long wait times to speak to a customer service representative.

Pros

Comcast has an ASCII rating of 57/100 overall, and has been focusing on providing reliable internet service. Comcast has been working to improve customer service over the years. Some of the means to improve customer service is implementing a call back feature, which spares customers from waiting on the phone for a representative to become available. Comcast also offers a discount if a technician is late to install equipment and services or misses the appointment. The appointment windows are shorter and there is real-time tracking of installation, giving customers a better picture of the process. Comcast has also slightly improved its success rate of solving issues within the first call. Comcast implemented a multi-year plan to repair the damage done due to past poor customer service and has shown improvement each year.

Bottom Line

Comcast has worked diligently to improve its troubled customer service satisfaction rating. Programs have been implemented to improve the process from installation to everyday functioning. The company has fallen off the ASCII's most-hated-company list in recent years. So, while Comcast doesn't have the best internet customer service rating in the industry, the company has come a long way toward redeeming its reputation. Contact a customer service representative here, and get more information on how Comcast can help you.