We are undergoing fundamental changes – for you.

"Changing for you" is at the same time an announcement and a commitment. With "Changing for you" we are beginning a new chapter. We understand if you are sceptical – you often have good reason to be. But we are resolved to prove that we mean what we say and that we deliver on our promises.

What are we going to do?

With "Changing for you" we have called into existence a fundamental optimisation programme which integrates initiatives to improve the customer experience into a coherent whole and which covers all business areas and points of contact where we interact with you. We are reviewing our products and processes and have called into existence a range of initiatives defining the areas where we do not meet our customers’ expectations. We realise that a good customer service is the key to be successful in the market.

We have held personal talks and group discussions held with a number of customers who had problems with us. We have heard a great deal of constructive criticism and engaged in solution-oriented discussions about improvement suggestions with many of them. These talks have been greatly beneficial to us in identifying the underlying causes of customer dissatisfaction. As a next step, we will systematise the suggestions for improvement and focus on the measures required to actually realising .the necessary changes.

A whole range of measures has already been initiated. For example:

Since 1 October 2009, our billing method has changed. Subscription fees for digital services will no longer be charged one month in advance but rather for the current month. For the customer, this billing method is simpler and easier to understand.

We will endeavour to ensure that contacting us once is sufficient to solve your problems. To achieve this goal, we have given further training to our agents to enable them to solve more customer enquiries themselves following one customer contact only.

In addition, we have extended the opening times of our Service Point at Zurich Zollstrasse: Since mid-October, customers have been able to get personal support and advice on all issues on Saturdays as well.

As part of “Changing for you”, a cross-functional and permanent “Service Excellence” group has been deployed. The team is responsible for ensuring that your legitimate demands are indeed met.

We will be pleased to keep you informed on progress made.

Rebranding of cablecom to UPC

"Changing for you" is the first phase in our change process. As a next step, we want to give ourselves a new name. This name change will at the same time underline that we ourselves have changed. Of course, such a name change can only be successful, if we have indeed noticeably improved our service and the customer experience as a whole. We will have these improvements measured by an independent institute and also report on its findings.

For this reason, the precise point in time of the rebranding has not yet been determined. However, we are confident that we can implement the rebranding process in the course of this year.

We are delighted to enter this new phase and would like to take this opportunity to thank our long-standing customers for their trust and loyalty.

Cablecom. Changing for you.