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Measuring What Matters:Our Net Promoter Program


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Agenda

Improving Customer Loyalty Using Net PromoterScores

Atlantic Broadband Net Promoter ProgramOverview & Results

Whats Next

Q &A


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Why should we care about loyalty?

Loyal customers:

Repurchase, or subscribe longer

Buy additional products/services

Provide referrals

Provide constructive feedback


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Enterprise Rent-A-Cars Perspective

The only way to grow is to treatcustomers so well they come backfor more, and tell their friendsabout us. Thats how wed all liketo be treated as customers.

Golden Rule behavior is the basis

for loyalty. And loyalty is the keyto profitable growth.

Andy Taylor,

CEO Enterprise Rent A Car


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Fostering Loyalty is Hard

Easier to generate bad profits than goodprofits

Easier to buy growth, but only for the short

term

Systems focused on financial performance,not quality of customer relationships

Ultimate problem:

Loyalty is hard to define and even harder tomeasure and manage


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Bad Profits Produce Detractors


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Good Profits Lead To Loyalty

Vanguard (mutual funds) cut prices by 1/3 forits largest customers and Vanguards growthskyrocketed

Amazon.com gives free shipping for big orders($50 or more)

Southwest Air doesnt charge change fees, but

provides a credit that can be used over 12months

Intuit simplified its rebate process andincreased market share


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What Is The Ultimate Question?


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Using The Ultimate Question ToCalculate A Net Promoter Score (NPS)

How Likely Would You Be To RecommendUs To A Friend Or Colleague?


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NPS Leaders Grow at 2.5X TheirIndustry Average


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Cable TV & Satellite Provider Scores

How Likely Would You Be To Recommend yourCable TV Or Satellite Provider To A Friend? NPS

20

-3

-8

-34

-45

Source: SatMetrix, Q4 2007 Telecommunications NPS Report


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How Do We Improve?

Begin to measure and report NPS regularly

Identify the key customer segments that are most importantand profitable

These become our core customers

Tailor operations and product as necessary to improveexperience for core customers

Eliminate sources of bad profits

Implement, measure, refineImplement, measure, refine

Requires ownership from the field & support from corporate


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Agenda

Improving Customer Loyalty Using The UltimateQuestion and Net Promoter Scores


Whats Next

Q &A


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Atlantic Broadband Net PromoterScore Program Timeline

Early 2006: Initial quarterly email surveys to phonecustomers

Fall 2006: Net Promoter introduced as a 2007 initiative

@ annual Senior Managers Meeting

1stQtr 2007: SkyCreek automated calling pilot programlaunched in PA region

2ndHalf 2007: SkyCreek program rolled out company-wide

1stHalf 2008: Reporting and VIP Program implementation


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Service Interaction Monitoring Process

In HomeService

Sky CreekAutomated

Calling

UniontownSave Team

Day 1 Day 2 Day 3 Day 4

Install orService

CallCompleted;

Customer Calls Made4 Contact Attempts

Followup ResolutionCalls Begin

FollowupService Calls


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Survey questions

1. How satisfied were you with the quality of servicethe customer service agent provided you whencalling?

2. How satisfied were you with the quality of service

the technician provided?

3. How satisfied are you with the current service youare receiving from Atlantic Broadband?

4. How likely would you be to recommend AtlanticBroadband to a friend or family member?

5. May we contact you for any score below a 3?


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Typical Feedback Funnel

5500 Service Interactions~40% Response Rate

2200 Feedback Points

20-30% Dissatisfied Request Followup

500 Followup Requests~50% Contact Rate

250 ResolutionDiscussions

15%Require

Service Call

40 Truck

Rolls

$5/Call:

$1250

$50/truck roll:$2000

$.75/Call:$1500


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NPS Performance Vs. Basic Churn

Central PA, NPS and Basic Churn Trends

1.90%

1.70%

1.30%

0%

10%

20%

30%

40%

50%

60%

June July August Sep Oct Nov Dec Jan Feb Mar Apr

NetPromoterPercentage

0.0%

0.5%

1.0%

1.5%

2.0%

2.5%

AvgBasicChu

rn

NPS Up 50%; Churn Down 30%


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0.2

-12

Differences By Type Of Transaction

47

23

35

Overall Install Service

Central

PA

Delmar

NPS Scores By Transaction Type

166%Drop

51%Drop


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1614

9

0.3

-5.4

-10

-5

0

5

10

15

20

Wk 1 Wk 2 Wk 3 Wk 4 Wk 5

Sensitivity To Customer Disruption

Delmar RegionLikelihood to Recommend NPS Scores: August 2007

DCTUpgrade

DVRUpgrade


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NPS Scores By Spending Level

Last BillAmount

Overall

NPS

Promoter%

Detractor

%

More Than

$125 22 52 30

$75 To $125 27 53 26

$25 To $75 32 58 26

Less Than $25 30 56 26

Likelihood To Recommend

Q3 2007


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Key Findings To Date

The data are both sensitive to actual customerexperience and timely

Improved NPS performance appears to becorrelated with reduced churn

Customers who have a service issue are 2-3x morelikely to be a detractor

Our highest spending customers have the lowestNPS exactly the opposite of what it should be: Our highest scores come from customers who spend

between just $25 - $75/month


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Agenda

Improving Customer Loyalty Using The UltimateQuestion and Net Promoter Scores


Whats Next

Q &A


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The VIP Program

What is it?

A loyalty effort that targets all customers in goodstanding that have video, internet and phone

services.

How does a customer become a member ofthe VIP program?

Existing triple play customers with no collection historywill automatically be enrolled.

New customers who subscribe to all three services willbe enrolled 30 days after installation.


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What does a VIP Get?

A VIP customer gets PriorityService: Priority routing to the head of the call queue (tier 1 and tier 2)

Priority routing for same day service and installationappointments if calling before 3pm. (Next day appointments ifafter 3pm)

We do not miss these appointments!

VIP customers who call hear: Thank you for being an Atlantic Broadband VIP customer. Your

call is being priority routed to the next available customerservice representative.

Additional potential benefits focused around priority: Prioritizing HSI traffic for VIP customers in times of peak usage

First access to day and date titles on VOD

Others TBD


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VIP Activity 1st60 Days:

Less than 10% of total call volume is VIPrelated

Priority routing to Tier 2 is very muchappreciated

Averaging 40 priority service calls per week


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NPS Measurement and TrackingEvolution

Expand to measure relationship NPS in addition totransactional NPS

Drive more granular response tracking

Track customer descriptors to segment and trend better Track NPS scores down to the individual level

Focus on back office functions to optimize visibilityand management

Integrating daily/weekly/monthly data into our standardreports

Simple trouble ticketing system to track and manage NPSdriven follow-up tasks, actions and reasons


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Starting Your Own Program: 3 Keys

Start simple and evolve

Think about who your best customers are andhow to improve value for them

You MUST understand and follow-up ondetractor problems or youre wasting yourtime


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Concept Overview Summary

Increasing customer loyalty leads to growth

Net Promoter Scores are the single bestmeasure of loyalty and highly correlated withgrowth

Start

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