While NBC had its largest ratings ever for an Opening Ceremonies last Friday night – 40 million U.S. viewers tuning in for the primetime display while 28.7 million watched on Saturday night – there has still been a huge public outcry against the London Games coverage. Certain events not being shown live and difficulties occurring while trying to stream events as they happen were major customer complaints, according to Reuters.
On Sunday, Twitter had erupted with criticism and digs at NBC, with hashtags of #NBCfail and #NBCsucks. Even though the network had boasted about its ability to live stream every sport in the Games, viewers discovered that it was necessary to have an account with a cable or satellite TV provider or download an application from NBC.
For example, viewers were upset that American swimmer Ryan Lochte's first race – where he won a gold medal – was aired in primetime on tape delay, along with the Opening Ceremonies, and that the U.S. men's basketball team's starting game was aired on a cable network, while women's cycling was on NBC.
Jim Bell, NBC's executive producer of the Games, did take notice, and attempted to address as many concerns as possible through his own Twitter account.
According to an Associated Press article, this is the first Olympic Games where technology is a driving factor for viewers to see the events. With social media sites and smartphones available with the ability to stream from the internet, it is critical for NBC to properly react, said the news source.
In order to avoid complaints flooding social media sites, businesses and organizations should pair with a live answering service, to give customers a proper outlet to voice any questions or concerns. This way, through either phone, email or text messaging, individuals will be able to communicate with a real person and can rest assured that their opinion is heard and taken into account.