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.





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�

Re: Cable Forum Launches ntl Responsetek
 

Once again cable forum have done good :tu:

Re: Cable Forum Launches ntl Responsetek
 

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

Re: Cable Forum Launches ntl Responsetek
 

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 ...

Re: Cable Forum Launches ntl Responsetek
 

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

Re: Cable Forum Launches ntl Responsetek
 

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

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

Sorry Ik, Poll on what ?

Re: Cable Forum Launches ntl Responsetek
 

I have filled it in :)

Re: Cable Forum Launches ntl Responsetek
 

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.

Re: Cable Forum Launches ntl Responsetek
 

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

Re: Cable Forum Launches ntl Responsetek
 

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.

Re: Cable Forum Launches ntl Responsetek
 

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. :tu: :tu:

Re: Cable Forum Launches ntl Responsetek
 

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

Re: Cable Forum Launches ntl Responsetek
 

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

Re: Cable Forum Launches ntl Responsetek
 

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.

Re: Cable Forum Launches ntl Responsetek
 

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 ;)

Re: Cable Forum Launches ntl Responsetek
 

Great Work !

Sian

Re: Cable Forum Launches ntl Responsetek
 

This is a good idea, but I do have just one point I'd like to make...

Am I correct in assuming that although the Responsetek site can be accessed via the forum, CF is not actually responsible for it and for any action required as a result of issues raised?

I can see cases happening where somebody posts something that doesn't get dealt with as quickly as they'd like, and they come back here chasing this up with the Mods/Admin. I think that some form of clarification may be necessary stating that although CF links to Responsetek it is NTL's responsibility to deal with issues.

Just a thought.

Re: Cable Forum Launches ntl Responsetek
 

Would this be the one offering 1 megabyte broadband (which would work out as 8 megabits)? If so then maybe someone should tell ntl: that NASN are still showing it.

Re: Cable Forum Launches ntl Responsetek
 

i think i am right in saying that this is something that has been created by ntl and cf :) , of course i may be wrong and then you can flamegrill me :disturbd: :D :D

Re: Cable Forum Launches ntl Responsetek
 

So it's not anonymous then? They can send people round to re-educate you? :D

Nice to see the little people having an influence on commerce :tu: Well done the mods :nworthy:

Re: Cable Forum Launches ntl Responsetek
 

The responsetek software is owned by ntl, but has been tailored so that anything from CF is tagged as such. That way we will get the stats.

If people have a complaint, we too would like to hear of it, as if we know nothing, we cannot make sure it works.

This is a joint venture, and so both sides need to see and respond to the pitfalls.

Re: Cable Forum Launches ntl Responsetek
 

im not trying to put a dampner on a very good move but does this feedback actually go to the people such as simon duffy, im just very wairy of any claims that NTL make or moves for that matter.

Re: Cable Forum Launches ntl Responsetek
 

Excellent. Being 'picky' though, could we have a link in the same place(s) as the Amazon and CF Shop links? ATM it seems to be only on the front page, which I rarely visit. (Also, its a bit annoying to have to configure my various pop-up blockers to allow pop-ups from CF, but I guess we can't do anything about that?)

Re: Cable Forum Launches ntl Responsetek
 

We know precisely who these go to, and have been talking to them over the last few weeks to ensure that it would benefit both sides.

Extra work was needed to make sure that the Responsetek product met the requirements of the Team, and ntl are very keen to work with us.

Re: Cable Forum Launches ntl Responsetek
 

I have to say this seems like a very postive step and hats off have to go to all involved, at both Cable Forum and NTL for getting it up and running.

Undoubtedly the proof will be in the pudding as to whether this is a real step forward in ntl wanting to serve customers, and not another "Bill Goodland Power Users Group cover up the cracks". The Team behind it know how serious ntl are about this, and I'm sure that with the credibility of CF at stake, our site's admins would not have been happy if they didn't beleive ntl were genuine.

Me thinks this is a great way to make the continued independence of CF yet prove there are proper channels and ties to ntl. Frank must be very impressed. A Great 2nd anniversary pressie from ntl.

Re: Cable Forum Launches ntl Responsetek
 

It's in a link on the main forum index page. I assume when you say front page that your meaning the homepage where the news articles are?

Re: Cable Forum Launches ntl Responsetek
 

Sorry, I meant the main forum index page. I normally go straight to 'new posts' so rarely visit the index page. I don't know how typical that is, though.

Re: Cable Forum Launches ntl Responsetek
 

:tu: thanks for clearing that up :)

Re: Cable Forum Launches ntl Responsetek
 

Well I have used it, and to be honest my responses were positive.

Maybe I have just been lucky?

Long may it continue though!!!

Re: Cable Forum Launches ntl Responsetek
 

Grand news! Well done guys.

Re: Cable Forum Launches ntl Responsetek
 

My Main problem with the responsteck thing, is that it is not annonymous, it needs your name, email & account/phone number.

ik

Re: Cable Forum Launches ntl Responsetek
 

How would they be able to follow up, get further information or resolve issues highlighted by the system otherwise?

Re: Cable Forum Launches ntl Responsetek
 

This is so that they can get back toy you to resolve any issues. Surely this is a good thing :shrug:

Re: Cable Forum Launches ntl Responsetek
 

You could have it optionally anonymous. For example, if you want a follow-up then you'd include your contact details, but otherwise, if you wanted to, you could choose to submit answers anonymously albeit in the knowledge that you would get no feedback and if the issue required following-up then this would not be possible.

Saying this, however, it would leave the system open to abuse, so maybe that's another reason why they didn't include this.

Just my 2¢

Re: Cable Forum Launches ntl Responsetek
 

That's what I was thinking, if it was anonymous it would be childishly abused............

Re: Cable Forum Launches ntl Responsetek
 

I filled it in and it didn't ask me for my details...maybe they are not interested in my views :D

Re: Cable Forum Launches ntl Responsetek
 

I agree completely, just a shame this site and its owners have had to go through such a hard time to get to where we are. Shame on Ntl for that. :(

I think a big well done to the "team" for sticking with it. If I'd been through the stress Frank, Neil and the rest of the crew had over .com and community I'd have thrown the towel in then (well I did as I'm no longer a customer)!

Lets hope things continue to progress and Ntl really have changed their spots as this is real progress for Ntl customers. :tu:

Re: Cable Forum Launches ntl Responsetek
 

Ditto about the link to it, needs to go at the top of the forum too.

Re: Cable Forum Launches ntl Responsetek
 

Can us Employees,both us NTL workers & our contractors also use it to send feedback about the c*** we get shovel fed every time NTL cocks up? AND we get the flak!!!....Also the complete waste of time we spend on hold to close a job down,about 25 minutes on average (my best so far is 55 minutes!!!)
Spike

Re: Cable Forum Launches ntl Responsetek
 

Please remember that this tool exists .... use it to send both good and bad feedback to ntl.

This isn't just to be used when a problem is ongoing, but also to repost short term problems, feature requests, etc etc.

Re: Cable Forum Launches ntl Responsetek
 

***Update***

The responsetek tool facility has changed today, from now on if customers would like a reply to their comments that they have made, all the they need to do is supply the information needed on the last screen (See below). Please note that this information is sent directly to ntl.

http://www.cableforum.co.uk/images/ntlresponseimg.JPG

Re: Cable Forum Launches ntl Responsetek
 

I have Just seen this thread, and while I welcome this move towards relations with NTL, the title "cableforum launches ntl responseteck", is very misleading, no you dident launch it, this tool has been on the ntlworld site since at least October last year:erm:

-Chris:dozey:

Re: Cable Forum Launches ntl Responsetek
 

Yes we did launch it on Cable Forum, "Cable Forum Launches ntl Responsetek" means that on Cable Forum, we launched the responsetek tool.

Re: Cable Forum Launches ntl Responsetek
 

Hi Chris-still ripping off OAPs? :rolleyes:

Re: Cable Forum Launches ntl Responsetek
 

No fraid not. But 10Mbps broadband would have been very usefull at the time though;)Mick, I suggest you visit the following two URLs:

(1) http://www.ntl.com/home/responsetek/ntlhome.asp

(2) http://web.archive.org/web/*/http://...ek/ntlhome.asp

Infact, just do a quick google search for "ntl responsetek" and then on verious forums, then look at the date on them, and then the date that you announced it:rolleyes:
-Chris

Re: Cable Forum Launches ntl Responsetek
 

Launched on here with the blessing of NTL, numb nuts. :dunce:


Sorry team. :shrug:

Re: Cable Forum Launches ntl Responsetek
 

I don't need to look thankyou - I am very well aware when *ntl* launched responsetek on ntl.com and ntlworld.com. The point you seem to be missing is that the thread title suggests that Cable Forum Launches Responsetek, on this website, I.E it was launched on Cable Forum. :dozey:

Re: Cable Forum Launches ntl Responsetek
 

SimpsonsFan, you seem to be coming across as a little bitter about something? Is there anything we can help you with?

Re: Cable Forum Launches ntl Responsetek
 

Ah ok, so basically all you did was just put a link to it?;)Moi? Bitter? no.. Got the wrong guy there paul:angel:

-Chris

Re: Cable Forum Launches ntl Responsetek
 

Don't be a cheeky git.
We did launch this on Cable Forum after months of talks & meetings with NTL.
The company behind this tool actually made a special version for Cable Forum, it's unique to us.

Re: Cable Forum Launches ntl Responsetek
 

No, I believe that a number of people on this forum have you pegged Chris.

Re: Cable Forum Launches ntl Responsetek
 

For the sceptics around here :angel: I can personnally vouch that the Responsetek system is receiving attention by ntl. I left feedback last week regarding a shoddy standard cable repull to my house. I've just been called by ntl, checking up on the current situation and arranging to send someone out to do it properly. :tu:

In case you are interested, they failed to bury the new cable either on the pavement (token guesture of using tarmac over the cable, and it's already surfaced), or as it crossed my garden. They also didn't connect the phone up properly.

The system works. Use it :clap:

Re: Cable Forum Launches ntl Responsetek
 

I used the system last week and got my responses today. They've replied to 3 of my 4 comments.
One reply was attempting to be helpful - suggested I get customer services extension, surname or desk number when I called. I've pointed out that when I've asked this, I've been refused this info.

The others can best be described as fluff. They begin by saying how NTL are committed to improving and end by apologising. They miss the important part of the response - whether they intend to address the issue raised.

Re: Cable Forum Launches ntl Responsetek
 

Hope you aren't getting preferential treatment due to your team status :p:
It would actually be good if someone from NTL management would actually feedback to the forum just what they are doing to address some of the issues raised so far. At least that way people can see for themselves what is happening to improve the service.

Re: Cable Forum Launches ntl Responsetek
 

To clarify - they wouldn't know Rob's details from Adam, to be able to link him to the team. :)

Send me a private message with some details such as the e-mail address you used on the responsetek tool and I will forward this on to our ntl contact to investigate. To send me a Private message click on my name on this post and select 'Send a private message to Mick'. from the drop down menu. Thanks.

Edit: I am confused, what issue do want addressing, you have mentioned in another thread you are no longer an ntl customer?

Re: Cable Forum Launches ntl Responsetek
 

I can definitely confirm that nothing in the stuff I've sent via Responsetek states that I am part of the CF team.

Ntl will know the comments have come via the CF portal but other than that only identification is my address, phone and ntl account number.

Re: Cable Forum Launches ntl Responsetek
 

Mick, I'll try to clarify things.

One of the issues I raised in Responsetek was the refund which CS told me had been refused but didn't know why. The comment I got back was 'we hope this has been resolved'. I sort of hoped they might take ownership and try get it sorted.
Turns out that it hadn't actually been refused - CS had just given me duff info on 3 occasions.

By 'fluff' I meant irrelevant PR speak. I'd mentioned in Responstek that it didn't seem to be possible to call certain departments directly. Got a response that 'NTL ... are working hard to ensure we can reduce call waiting times'. Good news, just not relevant.

Re: Cable Forum Launches ntl Responsetek
 

Hi rscott101,

If you still want me to forward your details to our ntl contact so it can be investigated, the offer still stands. Thanks. :)