This document summarizes the results of a Comcast consumer survey. It found that while customers were generally satisfied with Comcast's products and services, they were unlikely to recommend Comcast due to issues with scheduling service technicians and unexpected fees. The profile of a typical Comcast customer named Alex emerged, who was satisfied but concerned about cost and service issues. The recommendations include implementing a two-hour scheduling window for technicians and increasing transparency around fees to improve customer satisfaction.

1. Comcast Consumer Survey
October 12, 2015
Jesse Braswell
Evan Dupree
Maggie Olsen
Patrick Thorsson
Comcast Overview
Comcast Cooperation is a national media and technology company with two main
companies, Comcast Cable and NBCUniversal. Comcast is one of the largest video, high-speed
internet and phone providers in the nation. According to Comcast’s website the company was
founded in 1963 with the purchasing of 1,200 cable subscribers. They would grow to become
one of the largest cable companies and in 2014 with the merger of Comcast Cable and Time
Warner they would become the largest media and technology provider. In the United States 70%
of the country Comcast Cable is the only provider and currently has about 30 million subscribers.

2. Results of Survey
The overall results of the survey showed a variety of demographics and reasons why
people chose Comcast for their cable, internet or phone needs. Consumers were male and female
with high school to graduate level education. The age range of the people surveyed was 20 to 50
years old.
Majority of responders said that their experience with Comcast customer service and
product usage was as expected or more than expected, but they also stated that they are unlikely
to recommend Comcast to friends or family. Respondents stated the reason they would not
recommend Comcast, because of their technicians and the outrageous scheduling for them to
come out to your home. When asked why the respondents chose Comcast the majority said they
were unaware of other options at the time or Comcast was the only option for their area. Of the
20 respondents 14 stated they would switch if a better option became available.
Consumer Profile
Alex is the consumer profile developed for Comcast Cable based on the responses from
the survey. Alex is male or female, 20-50 year old, and various levels of education completed.
The general profile of Alex is broad, because anyone can purchase Comcast services for their
home or business. The most important variable for Alex is that Comcast is cheaper than other
services, if available. Alex is overall satisfied with Comcast product and services, but would not

3. recommend Comcast to friends and family due to previous experiences with Comcast’s untimely
service technicians and hidden monthly fees.
Recommendations
The main recommendation would be creating a new system for better scheduling for the
service technicians. Consumers would like a more precise time they would be visited by these
individuals. When scheduling this service consumers state that they have had to wait at their
home all day making it impossible to complete other task. If technicians could come to home in a
two hour time block this would allow consumers to schedule visits around their time. Improving
overall customer stratification with the company
Aside from the problem with customer service, there are still other issues with Comcast
that I learned about while interviewing customers. Several people had mentioned that they had
experienced multiple problems with their bill every month. Some of the main examples of such
would be that of hidden fees and inconsistent rates each month. The monthly payment that they
were told at purchase was not the one that they were receiving on their bill each month. Anytime
that they would call and report the issue with the bill, they would then have to deal with the
common problem of customer service as a result. A way to avoid this problem would be to be
more clear and upfront with any kind of fees that are associated with the services that you are
buying.