I Love Feedback. That’s the name of a management development training course we recently participated in here at WOW! It was a course designed to teach Supervisors and Managers the best way to deliver critical feedback to employees. The idea is to employ good communication skills and sensitivity to help ensure the feedback is well received, at least as well received as critical feedback can be.Â
Feedback about our performance comes to us from our customers during face-to-face encounters with techs, from surveys, via email, and over the phone. Much of the feedback we get is positive and what’s not to love about positive feedback? Everyone loves to get a “pat on the back. ” Sometimes, though, we get critical feedback and even though it’s painful (ouch) to hear, we love critical feedback too.
When we receive feedback, whether it’s positive or negative, it usually does find its way back to the employee involved by going first to their Supervisor. Rest assured, our Supervisors, having gone through “I Love Feedback” training, deliver any critical feedback in a “I Love Feedback” kind of way, that is, in a constructive and respectful way. Your feedback does not fall into a “black hole” somewhere.
Critical feedback is important to us because it helps us to improve our performance and we really strive to do better, all the time. You tell us how we can do better and at the same time, you stick with us despite our occasional mistakes. We appreciate your candidness and your loyalty. Please keep the feedback coming; we encourage it, invite it, and most of all, remember, we love it!
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Comments
I normally do not leave feedback, because you never get anything solved or you never hear back on them. Anyway, I think WOW is doing excellent as far as affordability. I am an ex-customer of Comcast, and I switched over to WOW, on account they offered a lot of line-ups at affordable prices. The only thing I miss from not being with Comcast, is the fact that Comcast has better channel selections. I am hoping that WOW would someday be able to offer Boomerange and Noggin as a part of their services, I have a grand-daughter and she loves to look at all the cartoons and kid shows. Although WOW offer a lot of kid shows, they’re too much alike. When I had Comcast, we loved looking at the old hanna and barbera cartoons as well as the muppets and fraggle rocks. Don’t get me wrong, I love WOW, I’m just wondering if you guys will see into these channels sometime soon.
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Hi Debbie,
As an admitted person that normally does not leave feedback, thank you so much for taking the time, this time, to leave feedback! We love to hear from our customers and have launched this site exactly for this reason, so there is a place where we can hear from you on the things that are important to you. We promise to respond, either publicly here, or in private depending on the topic, to all comments received on this blogsite that require a response.
Your testimony about how satisfied you are with our channel line-ups and the affordability of our cable tv service is appreciated. We do rely upon customer feedback to continually improve our service. We know that we need to tailor our services, to the best of our ability, to meet and exceed the needs and desires of our customers. WOW! knows it’s really all about you, the customer, so again, thank you for your comments. We LOVE feedback!
I have good news for you! The channel Noggin is now called Nick Jr. and is offered with our Digital Basic Service in our markets. Boomerang is not. I will be back in the office on Monday and will do a little more research on this for you and contact you back offline regarding your specific bundle of services and what our Programming team has planned, if anything, for new Children’s programming.
I will be in touch,
Barbara
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I too would like to add my comments to this forum. I am an ex-Time Warner customer and am I glad to be rid of them, assuming they actually send me the refund they owe me based on when I stopped being a customer.
The only area I am disappointed in is the state of the DVR software that WOW uses. It is clearly 5-6 years old and lacks some basic DVR features offered by the rest of the industry. Here are a couple of areas needing improvement:
1. The program search function only works on one day and only allow the first letter of the search to be input. For example if I want to find Good Eats, I have to select the day I want to search, pick “G” and then scrool through all the programs that start with “G” for that day. I can then do it for the next day and so forth.
Every other DVR I have ever used searches the entire schedule for a program and allows you to enter a more complete spelling of the name.
2. On fast forward, when one pushes the play button, current DVR’s back space proportional to the forward speed to account for the reaction time of the user. You then see the program from the point you actually wanted to see it, i.e. just after the commercial you just skipped.
3. Record “new” programs on their subsequent play. I.e. if there is a conflict for a “new” program and that same program is broadcast later that day or week, the DVR records it.
These are just a few of the deficiencies of the WOW DVR.
Improving the DVR is just a matter of investing in current software. Point in fact, the WOW DVR box is exactly the same box that Time Warner uses.
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Dear Bismark,
Thank so much for taking the time to give us feedback and for choosing WOW! to be your service provider. Welcome to the WOW! family!
We acknowledge that our DVR program navigation, search, and record functions could use some updating. Keeping up with all the latest technology and software is definately on our agenda and it sure helps to have direct and detailed customer feedback like you’ve provided. I’ve forwarded your comments onto our Video Product Manager so she can consider your feedback along with other customer feedback we’ve received about our Cable TV services. Your feedback will help us to prioritize all the various product improvements we are planning and working on.
So again, thanks a million for your feedback!
Barbara
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I do appreciate the affordability of wow, my apartment complex only can get Wow,AT&T or Satellite. And WOW is the cheapest of the bunch. Although the HD Lineup isn’t nearly as large as the other 2 providers. I would like to know if WOW plans to further expand it’s HD offering in the near future beyond what is listed on the website. Or if there are any plans to add the MLB Network because I am a huge baseball fan….
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Hi David,
Thank you so much for your positive feedback and testimony about WOW’s affordability and price/value! Let me research your question and get back with you tomorrow. As always, we appreciate your taking the time to share your opinion and for your interest in our channel line ups and sports packages.
I will be in touch.
Barbara
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Hi David,
I have additional information for you after checking with our Video Product Manager.
Sorry, I don’t have any news on any specific additional HD channels we are planning to offer other than the ones you mentioned on the website. There’s always capacity limitations to consider when adding more channels so we are currently investigating options to allow for more capacity, whether it be moving analog channels to our digital lineup or implementing alternative technical solutions, all with the goal of bringing our customers more HD channels.
In regards to MLB, I’m still working on getting some information for you on that front, but will respond here once I have something for you.
I will be in touch.
Barbara
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I understand that technology changes take time and money, but there is something WOW could do now to prepare for changes to the DVR and Digital interface capabilities.
As a new customer, I find it difficult to find programs in the WOW lineup. As near as I can tell, as WOW gets new channels, they just add them after the last one. Many other cable companies have reorganized their offerings based on the subject matter. That is, put all sports, home improvements, HD, On-Demand, etc. together. If I am looking for some sports programming, I should be able to just go up and down the menu and select what I want, ESPN, FOX, GOLF and so forth. Another example is the local HD broadcast channels. Why shouldn’t channel 4 HD be 204 in Columbus, as well as channel 10, be 210?
If WOW plans on a channel numbering reorganization, the sooner the better. The new numbering scheme should be designed with the future in mind with spaces for new programming in each category of offerings.
The current digital interfaces would easily accommodate revised numbering. If WOW were to make such a lineup change, it would be much better to do it with the existing menus so that when WOW introduces new menus with improved HD and DVR functionality, the WOW customers would already know where the channels are.
A major cost would be the cost of publicizing the changes. The sooner this is done, the less disruption to the customer base. Many long time customers will take some time to find their favorite channels, but again, many people have subject matter interests, and this may immediately be appreciated. This will require printing of new channel lineup cards and including an announcement in bills for a couple of months before the cutover, but it would give the WOW subscriber a much better channel selection experience.
Last, just a nit: the installers have a great channel lineup card to hand out, but does not seem to be available on the WOW web site as a .PDF. What is on the web site is a many page lineup which is not suitable to print out and keep near the remote. Could someone please post these cards as .PDF’s on the WOW web site?
Keep up the good work. This is a unique forum for the cable industry. All the large impersonal corporate cable companies would never engage in this kind of conversation and we should all appreciate it.
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Dear Bismark,
Thanks a million for the well-crafted and thoughtful feedback. I love your ideas about organizing the channels and having a pdf file of our channel line-ups readily available on the website. I’m forwarding your ideas and request for a pdf onto our team to see what they think.
I will be back in touch.
Regards,
Barbara
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Hi Bismark,
Just a follow-up to your suggestions about our reordering our channel line-ups into genre blocks. Ive spoken with our Marketing team and this is something they’ve considered and they appreciate knowing that customers would enjoy such a change. And, regarding getting an online downloadable PDF of our channel lineup, I’ve passed this onto our Marketing team as well and they are looking into doing this in the future.
Thanks again for your feedback.
Stay in touch.
Barbara
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