First, our on boarding processes for new customers are not sufficiently reliable to ensure a satisfying experience. In fact, early life churn, those customers who canceled service within 31 to 90 days is a 180 basis points higher than those in the following nine months. Interestingly, a large number of these customers are not complaining about the quality of the service itself. They simply could not get properly activated and registered on the network.
The second area of enhance focus is the quality and reliability of our network products and core operational platforms. . . . Despite the fact that some quality issues are driven by problems with our carrier partners, better early warning signs and proactive trouble shooting are already improving the customers' experience. Unfortunately, this is an area where we have not adequately focused in the past. Beyond this, we are revisiting the features of our enhance services to ensure they work exactly the way customers expect that they are easy to set up and to modify.
Lastly, we must improve the reliability or uptime for our core internal platforms that allow us to sell, provision and service our customers. There is no silver bullet through this churn and I know that this has been mentioned in the past. However, we now have very specific initiatives and accountable individuals to execute against our plans. We will not waver from our focus and execute it well. These activities will have an material improvement on churn during the coming year.
_________________ Time Warner Road Runner / Motorola SB5101 Cable Modem / Lniksys E2000 / Vonage VDV21
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