Question: Types of lCustomer Service Errors Type of Errors Frequency Incorrect accessory 27 Incorrect address 42 Incorrect contact phone 31 Invalid wiring 9 On-demand programming error

Types of lCustomer Service Errors Type of Errors Frequency Incorrect accessory 27 Incorrect address 42 Incorrect contact phone 31 Invalid wiring 9 On-demand

programming error 14 Subscription not ordered 8 Suspension error 15 Termination error

22 Website access error 30 Wrong billing 137 Wrong end date 17

Types of lCustomer Service Errors Type of Errors Frequency Incorrect accessory 27 Incorrect address 42 Incorrect contact phone 31 Invalid wiring 9 On-demand programming error 14 Subscription not ordered 8 Suspension error 15 Termination error 22 Website access error 30 Wrong billing 137 Wrong end date 17 Wrong number of connections 19 Wrong price quoted 20 Wrong start date 24 Wrong subscription type g Total 448 Cost of Customer Service Errors in the Past Year Type of Errors Cost ($thousands) Incorrect accessory 17.3 Incorrect address 62.4 Incorrect contact phone 21.3 Invalid wiring 40.8 On-demand programming errors 38.8 Subscription not ordered 20.3 Suspension error 46.8 Termination error 50.9 Website access errors 60.7 Wrong billing 121.7 Wrong end date 40.9 Wrong number of connections 28.1 Wrong price quoted 50.3 Wrong start date 40.8 Wrong subscription type 60.1 Total 701 .2 Type and Cost of Wrong Billing Errors Type of Wrong Billing Errors Cost ($thousands) Declined or held transactions 7.6 Incorrect account number 104.3 Invalid verification 9.8 Total 121.7

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