Description

About one-third of U.S. residents live in multi-dwelling units. To serve the MDU, the telecom provider needs to make arrangements with the property owner or management company. This can be a do-or-die situation for an operator resulting in either guaranteed access to an MDU’s residents or loss of perhaps 200 customers. In addition to the access issues, cable operators also must deal with the same operational and customer-satisfaction issues that face the SFU market. In this study, we examine issues associated with the MDU market, namely installation, maintenance and repair; call centers; and marketing issues. Appendix A includes FCC regulations regarding cable customer service and Appendix B provides an example of cable collateral.