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ISPs say their “excellent customer service” is why users don’t switch providers (arstechnica.com)

submitted 4 days ago by Viking_Hippie to c/nottheonion

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cross-posted from: https://lemmy.world/post/22488573

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[–] [email protected] 52 points 3 days ago* (last edited 3 days ago) (2 children)

I've worked for multiple different ISPs as support while getting my degree, and there was only 1 good one. Main reason was that they said: "fuck metrics, just fix the problem".
Unicorns do exist

[–] [email protected] 25 points 3 days ago

A few years ago a local, third competitor did an "edge build" in our area and dissatisfied with the other choices, we signed up immediately. A botched install by one of the other two led to a cable cut earlier this year. Our guys came out the same day and fixed us up. Physical guys had the new cable buried by the end of the week. They even brought a machine to bury the new waveguide at the regulation depth. Amazing how competition breeds customer satisfaction.

[–] foofiepie 5 points 3 days ago

Also worked in multiple ISPs.

All have had people who care vs not. The smaller ones are where they can make the most end-customer impact and where c-sat metrics were generally higher.