Today, DISH earned J.D. Power’s highest accolade: #1 in Overall Customer Satisfaction among all TV providers.
J.D. Power’s Customer Satisfaction award is a recognition of DISH doubling down on its “Tuned In To You” customer promise, which kicked off just two years ago. Central to our commitment to you are three pillars – delivering the best customer service, the best technology and the best value.
BEST CUSTOMER SERVICE
We can’t fix what we don’t understand – so our new journey began with an internal program we developed called Base Camp. Base Camp is a hands-on training program designed to connect new and existing corporate team members (including our CEO) with our front-line employees (customer care and sales agents, in-home technicians, etc.) to ensure they learn about the various roles within our company and better understand how we can best serve customers.
With a solid foundation in place, we could begin figuring out how to better deliver on our customers’ expectations. The key to moving forward – listening to our customers. Far from a novel concept, but with recent reports revealing that the pay-TV industry has reached an 11-year customer satisfaction low, our decision to focus on taking care of our customers is reaffirmed.
Sometimes the simplest changes are the most impactful. Beginning two years ago and continuing today, all our webpages associated with www.dish.com feature a feedback tool – ensuring that potential or existing customers can provide us with feedback at any point during their visit to our website. We don’t just say we want your feedback, we make it easy to share. We also instituted new customer care tools, like Apple Business Chat, which gives our customers the ability to reach a live agent via iMessage to ask questions, make account changes, schedule appointments and even order pay-per-view movies or sporting events. Additionally, our MyDISH app for customers includes a My Tech tool that provides customers with a picture of their tech and a 75-minute installation window, streamlining the whole process.
Before incorporating new technology, the first question we ask ourselves – how is this going to improve our customers’ entertainment experience? We have spent a considerable amount of time developing and deploying voice control technology to make finding and watching your shows easier than ever. We lead the way with offering three different voice control options at your disposal: our DISH voice remote, as well as integrations with both Amazon Alexa and the Google Assistant devices.
But we know entertainment comes in many forms across many apps, which is why we have worked with video and music streaming leaders, Netflix and Pandora, so you can access their content from your Hopper platform. No need to switch inputs or devices.
We believe providing options is an essential component to delivering an incredible value, and here are three offers from DISH that we think enhance the TV entertainment experience. First, DISH gives its customers the ability to save $10 per month by unbundling their local channels. After all, in many places you can set up an over-the-air antenna and pull the available local channels into your Hopper for free. Second, we offer more than 70,000 on-demand titles for your viewing pleasure depending on your package subscription. Third, our TV anywhere solution with the Hopper makes it easy to access your entire DVR experience, including live, recorded and on-demand content possible while on the go.
We would like to thank our customers for providing the feedback that has helped us deliver on our commitment of being “Tuned in to You.” Please know that our incredible team of customer care and sales agents and in-home technicians work tirelessly every day to ensure quality service. It’s because of their relentless commitment to serve you that we have received J.D. Power’s top award of being ranked #1 in Overall Customer Satisfaction. This is an incredible recognition, but it’s only the beginning as we’re keenly focused on providing you with the best entertainment experience.
For more information, see J.D. Power’s press release.