Charter 2013 Annual Report Download - page 5

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3
Charter Communications, Inc.
The confidence of our 21,000+ employees
is growing with highly competitive products,
improved sales activity and service execu-
tion. In 2013, we saw strong year-over-year
growth in new sales activity, and at the
same time, our customer satisfaction scores
are increasing.
Our improving customer satisfaction is
in part the result of our improving service
levels. Better customer service not only drives
higher customer retention and customer
satisfaction, but it also supports our financial
goals. We have invested significantly in
improving service reliability to reduce the
total number of service transactions we
perform, driving longer customer lives and
reducing service costs.
While we’re very pleased with our prog-
ress, we still have more work to do. We have
a clear set of objectives for 2014, the most
important of which is to complete our all-
digital initiative. More than just enhancing our
video product, taking our network all-digital
unleashes the full power of our plant by
eliminating capacity-eating analog signals,
enabling us to further differentiate our prod-
ucts from our competitors.
We also continue to drive improvements
in our service operations and accelerating
our product development. We continue to
refine our field operations and customer care
practices, ensuring that our technicians and
customer service representatives have the
training and tools to do their jobs efficiently
and at the highest quality standards.
With regard to products, we launched
our Charter TV App for mobile devices in
November. The application serves as a touch-
screen guide and enables customers to live-
stream cable channels in the home on tablets
and phones, with more features and greater
functionality to come. We also continue to
develop our cloud-based user interface for
Make Way for
MORE “Over the last two years, we have
fundamentally transformed Charter:
from our products, pricing and
packaging, to our field operations
and execution, to our customer care
and service operations.”
Revenue (in millions)
2011
2012
2013
$7,697
$8,017
$8,419
Pro forma for certain acquisitions as if they occurred on January 1, 2011.
Adjusted EBITDA (in millions)
2011
2012
2013
$2,827
$2,864
$2,948
See Use of Non-GAAP Financial Measures on page F-49 of this Annual Report.
Pro forma for certain acquisitions as if they occurred on January 1, 2011.