About one-third (35%) of broadband subscribers want communications service providers (CSPs) to enable “faster access to order and repair status” information, according to a survey by NetCracker Technology.
The 2014 Broadband Customer Experience Expectation Survey polled more than 500 broadband subscribers about what they want most from their 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.
According to NetCracker, 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.
Also, NetCracker found that 29% of respondents want “better personalized care and offers.” Similarly, nearly a quarter (22%) of respondents expect broadband providers to enable “alerts about problems and/or ways to save” money.
Further, more than one-fifth (22%) of those polled say they want buying or changing services online to be “easier,” while just about the same proportion of respondents (21%) wanted “better security features.”
NetCracker said such 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 personalized, 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, VP 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 personalized while providing access to key information on demand; broadband providers are measured against those leaders, not just against each other,” Mewada.