I wrote about this earlier this week in my blog as well. The problem is not as much that they do a bad job online (or a good job in twitter, or either way in any channel), the problem is the lack of consistency. This leads to a fairly big gap in customer appreciation for their efforts, and thus lower scores for satisfaction. Worse part is that the company (and this applies to all companies, not comcast per se) will then merge the scores to show a growth in customer satisfaction, loyalty or whatever single-metric they track for their bonuses and congratulate themselves – when in reality nothing has changed, they just found a loophole in the system.

Best way is to do what I tell my customers, forever now, which is to use all channels equally or not use them at all. If you are doing a sub-par job in any channel, fix it before you add another one. You will actually get better benefits that way.

Anyways, that is my 2 dinars.

Esteban