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Ignition · 18-07-2004, 09:39

OK.

This follows on from some comments regarding ntl: not communicating with customers, and not being open enough, along with the crazily vague fault descriptions that the peeps who write those things have to give out.

A reason for this I've heard is that most customers won't understand more descriptive fault explanations, or the technical details of what is being done. My answer to that is that those who don't understand won't read the *bleeping* thing and let those who actually are interested and want to know get the information they want. We're alledgedly a customer focussed company not the flippin' gestapo.

I want ntl: to do something like the following links, hell I'd write it myself however I'm NDA bound and won't break that easily. Check the following out. This is the kind of comms I think you deserve. If you like what you see please post, maybe even mention it next time you are talking to an ntl whomever!

http://www.blueyonder.co.uk/blueyond...tatuspage.html

http://www.blueyonder.co.uk/blueyond...ouncement.html

http://www.blueyonder.co.uk/blueyond...ilyupdate.html

http://www.blueyonder.co.uk/blueyond...ther_resources

Most of all this bit.....

http://www.blueyonder.co.uk/blueyond...ntarchive.html

Monthly updates on what is being done to enhance service...

THAT'S customer communication - a monthly update would take someone working with it all a matter of minutes to write but woud be great PR and would make for happier customers - those of you who are our lovely customers agree?

At the moment the service status page looks a lot prettier but... still the same completely uninformative messages, no estimated fix times, no indication what the fault is, no indication what action is being taken besides an 'engineers are aware'.

Call me weird but I'd have thought knowledgeable customers are happier customers even if they don't know what you're talking about when you talk about uBRs, CMTS cards etc at least it shows willingness to be open and tell it like it is!

Or you could just have a glossary like this one:

http://www.blueyonder.co.uk/blueyond...ssary_overview

Rather than having customer competitions for service status sites.

</rant>

18-07-2004, 09:39	#1
Ignition Permanently Banned Join Date: Jun 2003 Location: South-East London Age: 48 Services: Depends who's being serviced :p Posts: 2,588	ntl: Openness OK. This follows on from some comments regarding ntl: not communicating with customers, and not being open enough, along with the crazily vague fault descriptions that the peeps who write those things have to give out. A reason for this I've heard is that most customers won't understand more descriptive fault explanations, or the technical details of what is being done. My answer to that is that those who don't understand won't read the bleeping thing and let those who actually are interested and want to know get the information they want. We're alledgedly a customer focussed company not the flippin' gestapo. I want ntl: to do something like the following links, hell I'd write it myself however I'm NDA bound and won't break that easily. Check the following out. This is the kind of comms I think you deserve. If you like what you see please post, maybe even mention it next time you are talking to an ntl whomever! http://www.blueyonder.co.uk/blueyond...tatuspage.html http://www.blueyonder.co.uk/blueyond...ouncement.html http://www.blueyonder.co.uk/blueyond...ilyupdate.html http://www.blueyonder.co.uk/blueyond...ther_resources Most of all this bit..... http://www.blueyonder.co.uk/blueyond...ntarchive.html Monthly updates on what is being done to enhance service... THAT'S customer communication - a monthly update would take someone working with it all a matter of minutes to write but woud be great PR and would make for happier customers - those of you who are our lovely customers agree? At the moment the service status page looks a lot prettier but... still the same completely uninformative messages, no estimated fix times, no indication what the fault is, no indication what action is being taken besides an 'engineers are aware'. Call me weird but I'd have thought knowledgeable customers are happier customers even if they don't know what you're talking about when you talk about uBRs, CMTS cards etc at least it shows willingness to be open and tell it like it is! Or you could just have a glossary like this one: http://www.blueyonder.co.uk/blueyond...ssary_overview Rather than having customer competitions for service status sites. </rant>