Balanced Scorecard Toolkit for Crisis Management

Surveys by American Customer Satisfaction Index (ACSI) in 2004 and 2007 revealed that Comcast was rated the worst in customer satisfaction rankings in the entire United States. The surveys included all companies and government agencies in the country. The surveys also showed that Comcast was not alone in poor customer satisfaction levels but the entire cable industry in the United States was culpable of this unsatisfactory customer service, with more than half of the cable customers in the country had registered complaints, irrespective of the cable operator.

Cable industry had the least score of below 60 in the surveys of ACSI. The ACSI surveys brought out the fact that the Customer Service Rating of Comcast had failed to improve from the time ACSI commenced the survey in 2001. The survey analyses stated that the Comcast was among the lowest scoring organizations in customer service rating of ACSI.