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 flurry of activity throughout the week, Donald (DJ) LaVoy, Deputy Under Secretary for Rural Development at the US Department of Agriculture, and his team spent about $145.8 million in the non-urban or suburban areas of seven states.
Calix reported revenue of $120.19 million – up 4% – in Q4 2019, putting a bounce in the step of company president and CEO Carl Russo and a shine to Calix's ongoing transition from hardware vendor to a provider of platforms enabled by cloud, APIs and subscriber experience.
Looking to curtail e-waste and improve the bottom line, BT will require customers to return routers and set-top boxes, although subscribers will not have to pay a fee when they receive regular broadband equipment.
Deploying DOCSIS 3.1 across its entire footprint gave Rogers Communications the ability to offer speeds of up to 1 Gbit/s,
contributing to a broadband segement that generated about 60% of the Canadian operator's $3.05 billion (US) in Q4 cable earnings.
Over the next two years, approximately 60% of service providers (both large and small) will adopt virtualization on a wide scale across their networks, according to the latest survey report from Ovum. Why are providers making these moves? Is there an easy way to start?
Learn how and why service providers are using virtualization to transform their networks. This webinar will look at how providers are leveraging virtualization to create more flexible and agile networks while also providing a better customer experience. Expert speakers from netElastic and Heavy Reading will address the industry drivers for network virtualization, the benefits that can be realized, the challenges to face and the results of virtualization being achieved by providers today.
Key topics will include:
Current network infrastructure and the move to virtualization
Benefits and challenges of network virtualization
How providers can get started
Service provider success stories: the decision to virtualize, the solution, and results