– Time Warner Cable (TWC) today announced it will begin transforming the TV and Internet service experience, known as TWC Maxx, in two additional service areas – Greensboro and Wilmington, N.C. – as company research shows increased customer satisfaction where the enhancements have been completed. The service transformation features ultra-fast Internet speeds, state-of-the-art TV services and best-in-class reliability.
“We continue with our commitment to greatly enhance the customer experience area by area with the addition of Greensboro and Wilmington to our effort, ” said John Keib, Time Warner Cable EVP and COO, Residential Services. “Today’s announcement is buoyed by data from our initial ‘TWC Maxx’ service areas showing there is meaningful improvement in customer satisfaction where we’ve implemented these enhancements. We’re bringing a new experience to our customers, and they are noticing.”
Company research from Los Angeles, New York City and Austin, Texas, initial “TWC Maxx” areas where the service transformation is complete, shows customer satisfaction trending upward year over year. Overall across these areas, the research shows improvement in customer satisfaction with Internet speed, as well as reliable Internet and video services.
TWC announced its commitment to transform the customer experience in January 2014. The effort is also underway in Kansas City, Dallas, San Antonio, San Diego, Hawaii and Charlotte and Raleigh in North Carolina. Approximately 45 percent of Time Warner Cable Internet customers nationwide will have access to TWC Maxx Internet speeds by the end of this year, and more than 50 percent of video subscribers will have access to all-digital video once the transformation in these first twelve service areas is complete.
Over the next month, customers in San Antonio, San Diego/Desert Cities, and Wilmington will receive communications from TWC outlining the next phase of the project as the company begins the process of creating a 100 percent digital network in those areas. The first steps of all-digital transformation will start in Greensboro in mid-September.
The key components of TWC’s new customer experience are:
New Internet Experience for Residential Customers
The Internet transformation includes speed increases on TWC residential Internet plans at no additional cost, with customers experiencing increases up to six times faster, depending on their current level of Internet service. For example, customers who subscribe to Standard, formerly up to 15 Mbps, will now receive up to 50 Mbps, customers who subscribe to Extreme, formerly up to 30 Mbps, will now receive up to 200 Mbps; and customers who subscribe to Ultimate, formerly up to 100 Mbps, will receive up to 300 Mbps, at no extra charge.
New TV Experience
The advanced TV experience includes an Enhanced DVR, which lets customers simultaneously record up to six different programs, and the ability to save 150 hours of high-definition (HD) programming on its 1TB (terabyte) hard drive, which is twice the storage of the largest prior model. Customers will also have access to an all-digital lineup and an expanded On Demand library that has reached 20, 000 titles, growing to more than 30, 000 by the end of 2015.
Rock-Solid Network Reliability
As TWC has committed to new network performance standards companywide, this initiative includes a stringent review and upgrade of every network connection site (referred to as hubs) to ensure optimum service levels are delivered to every neighborhood. Each TWC hub serves thousands of customers with TV, Internet and phone services.
About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 15 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower backhaul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services. Time Warner Cable Media, the advertising sales arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions. More information about the services of Time Warner Cable is available at twc.com, twcbc.com and twcmedia.com.
