In an impressive demonstration of customer responsiveness, Liberty Global managing director Peter Dorr has announced that they will be mailing out a staggering 270,000 remote controls – redesigned to address consumer dissatisfaction with their predecessors.
“Consumers think navigation is too slow,” says Dorr, conceding that that Horizon has encountered problems since its launch. “They said there are too many clicks to navigate.” Negative feedback suggested that customers found the search function and channel transition too difficult, and the Horizon remote generally inadequate. “Consumers think navigation is too slow,” he says. “They said there are too many clicks to navigate.”
In a thoroughgoing approach, however, Liberty Global have mailed out those aforementioned quarter of a million new remotes – and launched H2, the new version of Horizon. The replacements for those unloved remotes feature new functions and a QWERTY keyboard on the reverse.
Among other amendments, speed has been improved by 70%, shortcuts built-in, shortcut keys added, and a “back to live TV” button incorporated.
It’s probably fair to say that this is not an industry in which service providers can rest of their laurels when it comes to customer satisfaction – but no one, it seems, could accuse Liberty Global of that.