Netflix, Inc. (NFLX): 21 Revelations From This Just-Released, Mammoth Document

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On improving its service: “One area is our core services: our streaming delivery, sign-up, billing and customer service, across more than 1000 devices being used in more than 40 countries. Here we strive for operational excellence to avoid any problems. Members want Netflix to just work — flawlessly. On this front, we’re well ahead, but we have plenty of room to improve. We continue to invest heavily to ensure that our service is always available, our streaming has a minimum of buffering, and has great audio-video quality.”

-Netflix Long Term View, page 4

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