Customer satisfaction with in-home technician visits is on the rise, according to this year's J.D. Power U.S. Telecom In-Home Service Technician Study. The annual report on this aspect of telecom customer service pointed out that strong communication skills make all the difference when dealing with -- and keeping -- loyal customers.
This year, the average satisfaction score was 859 out of 1,000 points, up six points from the 2018 study's score of 853. Service providers' investments in solutions that allow technicians to resolve problems within one visit and shorten scheduling windows improved overall satisfaction, Ian Greenblatt, managing director at J.D. Power, told Broadband World News.
"It's all about communications," Greenblatt said. "The US telecom industry is undergoing an unprecedented wave of innovation, from the convergence of wireline and wireless onto 5G networks, IoT and smart cities... providers need to keep up and to keep their customers informed and prepared for that change."
Two items stood out as critical to customer satisfaction. The first item is punctuality. When technicians were too early or too late, customer satisfaction scores took a dive.
The second critical item to keep broadband customers happy is follow-through. Once a site visit occurs, telco scores improved when technicians made an effort to keep customers happy. Scores jumped 74 points when a provider contacted the customer after the technician leaves to confirm their network was still working well.
If the technician offers to schedule a follow-up site visit to fix any other outstanding issues, customer satisfaction tends to climb further -- going up another 90 points, the J.D. Power study found.
In a one-on-one interview with Broadband World News, ADTRAN Chairman and CEO Tom Stanton speaks about the vendor's success with a new breed of broadband providers, today's competitive environment and, yes, Verizon and NG-PON2.
Governor JB Pritzker introduced the Broadband Advisory Panel, consisting of 25 private citizens and government professionals, who will work with ISPs to guide Illinois' $420 million investment in broadband infrastructure.
In this insightful Light Reading radio show, Kurt Raaflaub, Head of Strategic Solutions Marketing, will outline the key service provider challenges, deployment considerations, next-gen Gigabit technologies, and service models to win market share in the rapidly growing MDU market.
Wi-Fi is the foundation of the connected home for consumers; yet, it’s often a source of frustration. With the imminent release of the new Wi-Fi 6 standard – combined with a strong Managed Wi-Fi offer – service providers can reverse subscriber frustration while tapping into new revenue streams.
Key topics include:
What’s different about Wi-Fi 6 and why it matters to your subscribers
The importance of offering Managed Wi-Fi and its connection to Wi-Fi 6
How you can elevate your brand and gain a strong foothold in the home network.