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ntl Releases Customer Charter information

# 16 January 2006, 18:19 by Cable Forum

ntl is giving cable forum members and visitors the opportunity to have a preview of their new Customer Charter labelled ‘The Big 5’ before ntl undertake a wider public launch. To better explain it, Peter Wilcock, Managing Director Customer Operations writes to cable forum again and explains what the ntl Customer Charter is all about.

Dear Cable Forum Reader

May I take this opportunity to wish you all a very happy, healthy and successful 2006.

In June last year we launched a feedback mechanism on Cable Forum called ResponseTek that gives users an opportunity to send us direct feedback. We are always open to feedback and, where we can, take action to make further improvements.

We are committed to providing a customer experience that is second to none and as part of our strategy we have been researching and developing a new ntl Customer Charter which aims to set out in black and white what our service promises are and what customers can expect from us.

The first draft of our Customer Charter is now ready and, as part of our consultation process, we thought it would be a great idea to give you an exclusive preview of the document and ask you to give us your feedback on its content. We’ve also asked our staff to review the Charter document and give us feedback.

A great deal of work took place last year including a complete root and branch review of our customer processes. As a result of this review, we have been busy filling the gaps in our existing processes and, where necessary, putting new processes in place which has enabled us to produce our first Customer Charter.

You can read the ntl Customer Charter by clicking on the PDF link below.

If you have any feedback or thoughts on the content we would be delighted to hear from you by clicking the feedback image below.

ntl:Responsetek - tell ntl what you think

The feedback from both Cable Forum readers and our staff will be collated, reviewed and, where appropriate, we will make any necessary operational changes. By working with Cable Forum readers we hope you will let us know what you think of our Customer Charter promises before we undertake a wider public launch.

Once again, thank you in advance for your time and feedback on ntl services.

Peter Wilcock
Managing Director
Customer Operations

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