Cable Forum Launches ntl Responsetek

Today we launch the ntl responsetek tool †“ A feedback facility that lets users send their thoughts directly to ntl. As visitors and members of Cable Forum may remember †“ At the beginning of this year, we contacted ntl chief executive officer, Simon Duffy, to discuss the issues of the ntl customer experience.

Simon Duffy invited Cable Forum team members to meet up with him and Peter Wilcock, MD of ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s Customer Operations and Business Improvement division.

In April, myself and team member Simon (Nemesis) held a meeting with Simon Duffy and Peter Wilcock. In this meeting we outlined several key issues that customers experienced generally with customer services.

Since the meeting in April, we have been working closely in the background with ntl, providing feedback and fast tracking serious issues and problems customers post on the site back to ntl for immediate resolution and there is more happening, to better explain it, Peter Wilcock, MD of ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s Customer Operations and Business Improvement division writes to Cable Forum.

†œHaving read Cable Forum recently Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been watching the thread Customer Service: Your personal experience get bigger and bigger. The amount of interest is amazing †“ over 20,000 views of a thread with over 586 replies!

As the person responsible for ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s customer operations, naturally Iâ₠¬ÃƒÆ’¢â€žÂ¢m also keeping a close eye on the poll at the top of the thread. This morning it stood at roughly 48% for †˜generally OKââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ or †˜never had troubleââ‚à ‚¬Ã¢â€žÂ¢, 20% for †˜very hit or missââ‚ ¬Ã¢â€žÂ¢, while 32% voted for †˜normally mess upââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ or †˜completely awfulââ‚ƚ¬Ã¢â€žÂ¢.

Over the last year, we have done a great deal but as the poll shows, we have more to do across our business. Iâ₠¬ÃƒÆ’¢â€žÂ¢d like to reassure you that we are investing time, money and effort to make sure that 2005 will show a significant enhancement. I hope the poll is repeated in 12 monthsââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ time.

Internally at ntl we track every aspect of our customer service. After 12 months of major changes I know that in the first months of this year we have moved in the right direction.

Today, activities across ntl are taking place to ensure we deliver the service you deserve. For instance, you asked us to open on Sunday and in June we opened our Sunday Service for faults. This has been a great success. We have just completed stage one of a major programme to cut the amount of spam and viruses entering our network. The feedback from customers was that this is a major issue. Weâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢re dealing with it, but the implementation takes time. By the end of this year the programme will be complete.

We also want to listen more. As a result we are delighted that Cable Forum has agreed to launch ResponseTek. Youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll be able to log onto ResponseTek in the same way as you can on ntlworld.com and ntl.com at Cable Forum (Click the image below) This link offers the same functionality for passing comments back to us †“ quickly and directly. We hope youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll use the service. Your feedback will be read daily and where we can take action quickly we will do so. By making it easier for you to feedback comments, we will be able to better plan and implement the business improvements you really want.

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We want to provide a customer experience that is second to none. I hope that youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll take part and help us. Iâ₠¬ÃƒÆ’¢â€žÂ¢ll write again next month with initial feedback and more information about what we plan for this year.ââ‚ƚ¬Ã‚ÂÂÂ�

[Jules]

Once again cable forum have done good

[kronas]

i think this is a step in the right directon, who reads this feedback ?

[Nemesis]

Since that original meeting with Simon Duffy and Peter Wilcock we have achieved:

• Removal of misleading ntl tv advert
• Changes to Terms and Conditions regarding Box returns

- http://www.home.ntl.com/page/termsresidential (Section 19.5)
- http://www.home.ntl.com/page/equipmentreturns

• Resolution of 13 customer problems
• ntl revising Sunday CS opening
• Usage of Responsetek software

... and we hope that the level of interaction we have recently enjoyed will continue ...

[ikthius]

will there be a new poll on this, and if so, when do your experiences taken from.

this will have to be made clear as it is not what has happened in the past, but more of a what is your view as of a certain date.

this will make the poll more constructive.

well I hope they do improve customer service, and bring the jobs back here. I have had plenty of bad experiences not only with just NTL with having people from abroad deal with my problems/account.

ik

[Nemesis]

Originally Posted by kronas

i think this is a step in the right directon, who reads this feedback ?

ntl do, and Cable Forum will be receiving stats on a monthly basis.

We will get to know that problems have been resolved.
__________________

Originally Posted by ikthius

will there be a new poll on this, and if so, when do your experiences taken from.

this will have to be made clear as it is not what has happened in the past, but more of a what is your view as of a certain date.

this will make the poll more constructive.

well I hope they do improve customer service, and bring the jobs back here. I have had plenty of bad experiences not only with just NTL with having people from abroad deal with my problems/account.

ik

Sorry Ik, Poll on what ?

[Jules]

I have filled it in

[Raistlin]

This is an excellent, excellent, example of how collaboration between the Cable Forum Team and NTL is steadily improving things for all of NTL's Customers, not just for the members of this site.

I applaud wholeheartedly the positive, and bold, steps that NTL are taking towards the improvement of their Customer (and other) Services.

I would like to thank, Mr Duffy and Mr Wilcock for their continued involvement with Cablr Forum, and also the Team for all the hard work that they continue to put in on our behalf.

I hope that "responsetek" is the start of a new era of Customer Satisfaction for NTL's Customers.

Well done to all involved.

^^^^ what he said with bells on. Well done team

[Halcyon]

This is a briliant idea.
It is great to see Cable forum and NTL working together, and excellent that NTL is taking a greater interest in their customors now.
I am sure this new feature will be great. So thank you team members for making it possible and to all at NTL.

[Florence]

This looks like a great move in the right direction. As things improve a little at a time this feedback ability could really speed things along.

Great work Cable Forum and many thanks all at NTL who have worked on these resolutions.

[ikthius]

Originally Posted by Mick

Today we launch the ntl responsetek tool †“ A feedback facility that lets users send their thoughts directly to ntl. As visitors and members of Cable Forum may remember †“ At the beginning of this year, we contacted ntl chief executive officer, Simon Duffy, to discuss the issues of the ntl customer experience.

Simon Duffy invited Cable Forum team members to meet up with him and Peter Wilcock, MD of ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s Customer Operations and Business Improvement division.

In April, myself and team member Simon (Nemesis) held a meeting with Simon Duffy and Peter Wilcock. In this meeting we outlined several key issues that customers experienced generally with customer services.

Since the meeting in April, we have been working closely in the background with ntl, providing feedback and fast tracking serious issues and problems customers post on the site back to ntl for immediate resolution and there is more happening, to better explain it, Peter Wilcock, MD of ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s Customer Operations and Business Improvement division writes to Cable Forum.

†œHaving read Cable Forum recently Iâ₠¬ÃƒÆ’¢â€žÂ¢ve been watching the thread Customer Service: Your personal experience get bigger and bigger. The amount of interest is amazing †“ over 20,000 views of a thread with over 586 replies!

As the person responsible for ntlââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢s customer operations, naturally Iâ₠¬ÃƒÆ’¢â€žÂ¢m also keeping a close eye on the poll at the top of the thread. This morning it stood at roughly 48% for †˜generally OKââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ or †˜never had troubleââ‚à ‚¬Ã¢â€žÂ¢, 20% for †˜very hit or missââ‚ ¬Ã¢â€žÂ¢, while 32% voted for †˜normally mess upââ‚ ¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ or †˜completely awfulââ‚ƚ¬Ã¢â€žÂ¢.

Over the last year, we have done a great deal but as the poll shows, we have more to do across our business. Iâ₠¬ÃƒÆ’¢â€žÂ¢d like to reassure you that we are investing time, money and effort to make sure that 2005 will show a significant enhancement. I hope the poll is repeated in 12 monthsââ‚Ã⠀šÃ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ time.

Internally at ntl we track every aspect of our customer service. After 12 months of major changes I know that in the first months of this year we have moved in the right direction.

Today, activities across ntl are taking place to ensure we deliver the service you deserve. For instance, you asked us to open on Sunday and in June we opened our Sunday Service for faults. This has been a great success. We have just completed stage one of a major programme to cut the amount of spam and viruses entering our network. The feedback from customers was that this is a major issue. Weâ₠¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢re dealing with it, but the implementation takes time. By the end of this year the programme will be complete.

We also want to listen more. As a result we are delighted that Cable Forum has agreed to launch ResponseTek. Youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll be able to log onto ResponseTek in the same way as you can on ntlworld.com and ntl.com at Cable Forum (Click the image below) This link offers the same functionality for passing comments back to us †“ quickly and directly. We hope youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll use the service. Your feedback will be read daily and where we can take action quickly we will do so. By making it easier for you to feedback comments, we will be able to better plan and implement the business improvements you really want.

We want to provide a customer experience that is second to none. I hope that youââ‚Âà ‚¬ÃƒÂ¢Ã¢â‚¬Å¾Ã‚¢ll take part and help us. Iâ₠¬ÃƒÆ’¢â€žÂ¢ll write again next month with initial feedback and more information about what we plan for this year.ââ‚ƚ¬Ã‚ÂÂÂ�

the line bold in red Simon.

I took the questionairre, and I must say it is in depth. I did not hold back, but was honest in my comments.

ik

[jtwn]

I hope everybody is saying 'would you like faster internet access' - yes

[Nemesis]

Originally Posted by ikthius

the line bold in red Simon.

I took the questionairre, and I must say it is in depth. I did not hold back, but was honest in my comments.

ik

k, gotcha now .... I'm sure we will redo the poll, as this is being used as a yardstick.

As for the comments, please be as brutally honest as you can be, if you are not, then how can things change.

[Paul K]

Yep, if you don't tell them where you think they are screwing up then they will just carry on without changing anything.
Mentioning things like mis-selling of services by stating that things like caller ID were ready to use on your network and then you find out it's not and probably will not be for many years might help clarify problem areas lol