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Created with Fabric.js 1.4.5 Lorem ipsum dolorsit amet, consectesursed do amusardo. Customer Service Satisfaction Overview - Q2'14 male 30% horror Text Lorem ipsum dolorsit amet, consectesursed do amusardo. Crafts Programming Games Teach COMIC gardening Text 70% female Customer Service Performance Overview - Q2'14 double click to change this header text! Customer Experience - Internet - Q3'14 Tech Leadership Customization Empathy Easy Easy Easy Realiable Realiable Reliable Reliable Customization Tech Leadership Optimum Satisfaction must be above 50% to prevent vulnerability % Satisfied must exceed 50% to promote satisfaction % Satisfied must exceed 50% to promote satisfaction Optimum's performance on softer pillars of "Easy" and "Empathy" continues to improve --"Ease of managing recorded DVR programs has contributed to a more positive "Easy" pillar --"Coverage of Local Pro Sports Teams" has contributed to a more positive "Empathy" pillar.Dissatisfaction with the ease of using the IPG continues to abate as customers negotiate the learning curve.Picture quality plagued Optimum, particularly in the latter part of the quarter.FiOS experienced erosion in customer perceptions of the brand as a tech leader, particularly in September. --STB issues appear to have contributed to more negative perceptions. % Dissatisfied must be below20% to prevent Vulnerability double click to changethis text! Drag a cornerto scale proportionally. double click to changethis text! Drag a cornerto scale proportionally. double click to changethis text! Drag a cornerto scale proportionally. --Dissatisfaction with functional issues (speed, consistency, outages) abated in Q3, contributing to improved perceptions of Reliability for Optimum-Optimum's provision of free smart routers contributed to improved ratings of value.--The streaming video experience emerged as a driver for for both Optimum and FiOS.. Implications Empathy Implications Customization Tech Leadership Good Value Reliable Empathy Following a slight dip in OV satisfaction mid quarter, Optimum finished Q3 strongly, with gains on several key pillars:Empathy: Positively impacted by improved ratings on Outage CommunicationTech Leadership: Caller ID on the TV screen continues to delight customersReliability: Minimal dissatisfaction with Call Quality. However, there was an uptick in dissatisfaction with frequency of outages in Sept. which should be monitored.Customization: A driver of satisfaction for FiOS, though not for Optimum.Increased satisfaction among Optimum customers in Sept. with variety of calling features available created a competitive advantage against FiOS.
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