DirecTV figures it can improve customer satisfaction by bringing some of its installation network under its own direct control.
The DBS operator acquired all of 180 Connect, a major home installation company, DirecTV announced.
At the same time, DirecTV transferred some installation services and 180 Connect’s cable services unit to UniTek USA LLC, based in Blue Bell, Pa., in exchange for cash and UniTek’s satellite installation services in New York, Burbank, Calif., and Bloomington, Calif.
The deal gives DirecTV control over 3,200 installation and home service employees in 46 U.S. market locations, throughout California, Colorado, Oregon, Washington, Utah, Montana, Idaho, Wyoming, Arkansas, Virginia, Hawaii, western Pennsylvania and New Jersey. Until now, DirecTV had outsourced all its installation service operations through 12 home service provider companies.
“With the close of the 180 Connect agreement, we’ve taken an important step toward developing the best installation network in the industry and further enhancing customer satisfaction,” said Mike Palkovic, executive vice president for operations at DirecTV. “Improving the service experience for our customers is as important as anything we do on the technology and content side of our business and we believe we will now be in a stronger position to better understand and meet the challenges of providing a high-quality experience for our customers.”
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