Many of us who rely on cable companies to deliver our Internet have been looking on in envy at cities where Google Fiber has set up shop, if for no other reason than it offers an extremely fast Internet service at an affordable price. However, TechCrunch brings us word that there’s a brand-new reason for cable subscribers to be envious of Google Fiber subscribers: The customer service.
It seems Google shared some customer service statistics this week and looking at them will make Comcast and Time Warner Cable customers positively weep:
Yes, it seems installers are on time for 96% of appointments, customers have to wait roughly 33 seconds before speaking to a representative, and customers who visit a Google Fiber service center have to wait in line for roughly a minute.
To be fair, Google Fiber is only available in a limited number of markets and the service doesn’t have to oversee a massive nationwide customer service operation like Comcast and TWC do. All the same, major tech companies like Google, Amazon and Apple are all well known for delivering high-quality customer service across all their businesses while cable companies are notorious for delivering the worst customer service of any industry, including airlines.
So while Google Fiber does oversee a smaller operation compared to the big cable players, it wouldn’t be surprising to learn that it’s also doing things differently in a way that other ISPs should mimic.