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Originally Posted by th'engineer
Remember the NTL circle
Gain customers, lose customers to poor service, worry what shall we do , offer discounts, Gain Customers, lose customers to poor service, worry what shall we do, offer discounts etc 
It all goes round less investment in people to keep network going ( Job cuts recently)
Less investment in equipment to support new subcribers (to give shareholders more divi) |
I have to agree, ntl have always operated by channelling all the emphasis in one direction, and then having a complete change of emphasis when it all goes wrong.
From day one ie: when they were called CableTel, the emphasis was on keeping customer churn below X percent. This carried on into ntl days, and to meet these targets they would give good offers and even free service to those who threatened to leave or had any complaints about lack of service/functions, when the shareholders started to see through the statistics and realise the high percentage of customers that were not fully paying for the service they were receiving, the emphasis turned onto getting rid of these people because they were in effect bad debt. This made customer numbers decrease, so they then built up a customer retention department..................... Its all swings and roundabouts, a good report in one area is often hiding bad news in another area. They even tried to make the figures look good by keeping tens of thousands of customers from old closed networks on the books, and keeping bad debtors/closed accounts to make figures look good, and for that reason many people with closed accounts ended up getting letters from debt collection agencies.