It’s great to start the year off with a really positive experience. I have been a customer of DirecTV since about 1998. Originally I joined because it was the only way to get Formula 1 racing here, and I’ve been a customer ever since. Note I didn’t say “loyal” customer. I love the idea of satellite mind you, it just seems so Jetsons. But up until now, if cable came along with a good enough offer I might have been tempted.
The loyalty factor went way up a couple of weeks ago when their customer service team reversed a long standing billing error. They did it gracefully and without complaint, even though the relatively small error went back years and compounded to a pretty significant number. And they threw in a free service upgrade to say sorry for their mistake.
I decided to use RelevantMind to see if that positive experience showed up in online communities, compared to DISH Network. Did it ever!
Here is the conversation volume versus Dish Network for October through December:
The sentiment around DirecTV is very positive. And based on my experience, if they keep up the good customer service they’ll continue to enjoy the lion’s share of online conversations. Good work and thanks!
