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Midco Enhances Cx With New 12-point Customer Commitment
Midco Enhances CX With New 12-Point Customer Commitment
Midco — a broadband provider serving Kansas, Minnesota, North Dakota, South Dakota, and Wisconsin — announced enhancements to its customer experience (CX) offerings with a 12-point customer commitment earlier this month.
Delivering exceptional customer experiences has been a foundational element of Midco’s market leadership position, the announcement said. Founded in 1931, the company claims to have the most reliable owned and operated fiber network in the region, traversing 17,000 miles.
“The Midco Customer Commitment is more than a list of promises,” said Midco President and Chief Operating Officer Ben Dold, in a press release. “It’s a reflection of the culture we have built across more than nine decades of trustworthy service. Thanks to the hard work and dedication of our team members, we will continue to deliver on these commitments for many more years to come.”
The customer commitment details Midco’s benchmarks in network reliability, price transparency, customer service and other categories. For example, the first item in the 12-point commitment is network reliability. It promises customers dependable home or business services with over 99.9% fiber network uptime — adding that in the event of service disruptions, the Midco team is dedicated to swift resolution.
The Midco customer commitment also promises no hidden fees, no data caps, no contracts, and shared cost for contract buy-outs.
Another of the 12 commitments is providing first-time right professionals. “Our service and maintenance technicians are first-time right certified, meaning your services are installed or repaired right the first time. If you face any further service-impacting issues, we’ll return within 24 hours at no cost to you,” the announcement said.
Midco technicians are available for same-day repairs seven days a week. And both service technician and customer support team members live locally in the areas where customers are served.
Other points focus on installation and scheduling options; communication about events that impact service; and a construction promise. Midco pledges to work with their customers’ community officials to understand all rights-of-way and easements, as well as to locate all utilities, communicate with property owners before starting construction, and restore property to its original condition.
Like Midco, last fall Spectrum by Charter introduced some service changes related to its customer commitment. In addition to lowering some of its prices, Charter also introduced service guarantees and promised no annual contracts.
