In many industries, companies use dealers or support organizations to deliver products and services. Carmakers rely on independent dealerships, insurance companies have external agents, and cable television companies commonly use private contractors to do installations and service.
Such cascaded models, however, make it difficult to remain customer oriented. The customer may come first in the eyes of the cable company, but the third-party technician installing a box in your home might not see it that way. They’re usually more focused on those who pay them rather than those who expect quick, competent, and friendly service. That’s one of the reasons the net promoter score — a common metric of customer satisfaction — ranks cable companies near the bottom.
