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.
More than a half-million Irish residents expected to have fiber broadband by 2020. But Ireland's National Broadband Plan has not even begun — and government officials today postponed any agreement again.
In a new report and searchable database, Broadband Now discovered fiber is the is the least expensive technology powering subscribers' connections. But the poorest, most rural residents pay the most for connectivity, regardless of underlying 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.
Just when you thought the answer to your next technology direction question was clear, the noise around multiple new technology options fills the Internet and airwaves. Multiple 5Gs are being deployed; there's CableLabs' 10G initiative; the ITU and IEEE are toiling around 50G PON – and we haven’t even talked about Wi-Fi6 yet! Is any of this real, do you have to pay attention or can you just let the dust settle and then decide?
Since waiting is often not the best option, let’s demystify technology options, their impact on your business, and how to prepare for whatever the future brings.
In this webinar, Service Providers will learn:
Current state of 5G and how it affects everyone, not only mobile network providers.
Latest technologies being developed and how they will benefit their networks and subscribers.
How to prepare their networks for the future – whatever it may hold.