Recommendations Regarding Community Cable-Related Needs and Interests
CUSTOMER SATISFACTION
The City of Tampa should adopt and enforce customer service standards which, at minimum, reflect the obligations established by the Federal Communications Commission, including, but not limited to, requirements that the cable company:
Comply with the FCC’s standards regarding telephone response time. (i.e., as stated in §76.309 (c)(1)(ii): “Under normal operating conditions, telephone answer time by a customer representative, including wait time, shall not exceed thirty (30) seconds when the connection is made. If the call needs to be transferred, transfer time shall not exceed thirty (30) seconds. These standards shall be met no less than ninety (90) percent of the time under normal operating conditions, measured on a quarterly basis.”)
Offer a morning, afternoon, evening, or Saturday appointment option for installation or repair service.
