NetCracker has published the results of its 2014 Broadband Customer Experience Expectation Survey that polled more than 500 broadband subscribers about what they want most from their communications service providers (CSPs).
Consumers were provided with a list of five possible options based on NetCracker’s expertise in enhancing broadband providers’ customer experience, care and support capabilities. The greatest number of respondents—35 per cent—stated that they want CSPs to enable “faster access to order and repair status” information. This highlights today’s expectations brought about by the emergence of mobile devices, e-commerce and social media such as having on-demand access to information from any device at any time.
NetCracker also found that 29 percent of respondents want “better personalised care and offers.” Similarly, nearly a quarter of respondents—22 per cent—expect broadband providers to enable “alerts about problems and/or ways to save” money. These findings underline the need for broadband providers not only to understand customers’ desires for more interactive and accessible purchasing, care and support, but also to shift to more proactive, if not personalised, forms of customer engagement.
“This survey demonstrates that there is no single, all-encompassing answer for how broadband providers can begin to improve the customer experiences they deliver,” said Sanjay Mewada, Vice President of Strategy at NetCracker. “In today’s highly connected digital services environments, consumers’ expectations are set by brands that do the best job of being proactive and personalised while providing access to key information on demand; broadband providers are measured against those leaders, not just against each other.”