Good Timing, Follow Up Can Keep Broadband Customers Happy
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.
— Alison Diana, Editor, Broadband World News. Follow us on Twitter or @alisoncdiana.
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