Charter’s Spectrum has provided an update on its Customer Commitment program, which was introduced a year ago.
A priority of the program is to provide reliable connectivity. The update says that the company is making progress in discovering and correcting issues before they impact customers. Spectrum has committed to same-day repairs if the call is received before 5 p.m. local time.
Another element of the Spectrum Customer Commitment program was the implementation of an online savings calculator that informs customers of savings from bundling mobile, broadband, and video services.
The company says it has invested in its frontline workforce and new technologies, which include digitization, artificial intelligence (AI), and network intelligence. Customers can more often access self-help channels that can enable them to solve issues or answer questions themselves. In general, Spectrum says it is taking advantage of AI and machine learning opportunities.
Spectrum listed three ways it says it offered new benefits to subscribers related to its Customer Commitment:
- The Seamless Entertainment packages offer those with eligible Spectrum TV plans streaming apps with a retail value of $125 per month at no additional cost.
- Charter’s fiber network is being upgraded to provide gigabit symmetrical service and multi-gigabit speeds in a growing number of markets.
- Charter introduced the Repair and Replacement Premium for Spectrum Mobile customers. It protects against accidental device damage, mechanical or electrical failure, broken front screens and back glass, battery replacement, or if the device is lost or stolen.
“Over the past 12 months, Spectrum and our 100% U.S.-based employees have advanced our customer-first philosophy, significantly evolving the overall customer experience with improvements across the company,” Spectrum Executive Vice President of Customer Operations Cliff Hagan said in a press release about the Customer Commitment.
“Today, Spectrum customers are getting faster service and installation appointments; more value, choice and transparency in their pricing, packaging and billing; and enhanced and continually improving products and services all contributing to an improved everyday experience designed to exceed their expectations while saving them money.”
The Spectrum Customer Commitment was introduced on September 16, 2024. At the time, Spectrum announced guaranteed prices for “up to three years,” and new pricing for their 500 Mbps ($30/month) and 1 Gbps ($40/month) internet services, when bundled with two lines of the providers fastest mobile and/or video services
