ISP’s such as Optus, Telstra, iiNett and Vodafone could achieve a 15% higher customer satisfaction rating if they provided a premium service claims a leading International research group.
ISP’s such as Optus, Telstra, iiNett and Vodafone could achieve a 15% higher customer satisfaction rating if they provided a premium service claims a leading International research group.
The comments come only days after the Federal Minister for Broadband and Communications slammed the phone Companies for deliver constant poor service.
Park Associates claims that broadband providers can achieve 15% higher customer satisfaction through connected home strategies that include service bundles and value-added services such as premium technical support.
In a recent report titled “The Turning Point” Parks Associates, claim that subscribers with a triple-play bundle exceed national averages for satisfaction with broadband services. Premium entertainment services, premium technical support, and provider-deployed home networks also have an immediate and positive impact on customer satisfaction and create a foundation for future service enhancements and higher ARPU.
“Broadband services are no longer measured by delivering a single service over one network to one device,” said Kurt Scherf, Vice President, and Principal Analyst, at Park Associates. “Service providers can help themselves by emphasising customer support and high-quality service offerings. Beyond the near-term benefit of higher customer satisfaction, they can leverage current service deployments and management systems to reap future benefits such as reduced CAPEX and the ability to deliver emerging connected home applications.”
