Comcast Thinks Using Misleading Polls Will Somehow Fix Its Horrible Reputation

from the my-truth-is-better-than-your-truth dept

Comcast is currently trying to negotiate a new franchise agreement in its hometown of Philadelphia, but is running into the kind of fierce consumer disgust for the company that ultimately helped derail its failed acquisition of Time Warner Cable. Back in April, the city was criticized for refusing to publicize a city survey on Comcast that took two years to conduct, but only Comcast executives were allowed to see. When the 571-page report (pdf) was finally released, the results weren’t surprising: Philadelphia locals by and large loathe Comcast and its documentably atrocious customer service.

Of the roughly 1,700 people who submitted online comments for the city?s survey, around 99% of those were negative. Comcast, as you might expect, denied that the survey’s findings were accurate, and promised the Philadelphia city council that it would provide evidence proving as much.

Fast forward a few months, and Comcast is now facing allegations that it’s engaging in misleading polling in the Philadelphia region. Apparently, Comcast hopes to use garbage polling to “disprove” the obvious reality that Comcast just isn’t very good at what they do. ISP lobbyists have leaned heavily on inaccurate polls for years. Especially push polls — often using them to scare locals away from municipal broadband ahead of local votes, sometimes by implying that tax dollars will be used to fund pornography, or that the government would come in and try to ration their TV viewing.

The effort was first spotted by Eric Rosso, Political Director for Pennsylvania Working Families:

Just got a ridiculous push poll call from @comcast trying to garner results that favored them as a corporate citizen. Time to @CAP_Comcast.

— Eric Rosso (@ericopinion) June 7, 2015

Rosso notes that the questions were phrased in such a way as to generate positive responses to controversial programs like Comcast’s Internet Essentials, a low-income broadband program we’ve noted as being intentionally restrictive and a bit of a PR show pony. Rosso says questions focused on Comcast’s employment and tax record were also phrased in such a way as to generate limited or positive responses. Other locals well-versed in the practice of polling science agree that Comcast is up to no good:

“Chris Rabb, author of Invisible Capital: How Unseen Forces Shape Entrepreneurial Opportunity and a professor at Temple University?s Fox School of Business, also took part in the phone survey. He tells Consumerist it was one of the most egregious examples of non-electoral push polling he?s seen in decades. This was particularly true, says Rabb, when the survey transitioned to questions about demands Philadelphia could make of Comcast in the company?s renewed franchise agreement, and how these could increase costs for the company.”

Comcast has confirmed that it has hired a “reputable third party, independent company” to conduct polls in the city, but has, rather unsurprisingly, been unable to provide an exact copy of the precise language used in the poll questions. Of course, in a few weeks the findings will be trotted out by city leaders as a shining example of Comcast’s sterling reputation, and Philadelphia city leaders will likely grant Comcast a very cozy new franchise agreement that helps cement the cable giant’s monopoly power in the city for another decade.

Filed Under: customer service, misleading polls, philadelphia, polls
Companies: comcast