Consumers Still Expect Highly Personalized Services from ISPs

  • CSG International
ENGLEWOOD, CO — Consumers in today’s hyperconnected, multidevice world still expect a personalized experience from cable and satellite providers, particularly when it comes to a technician’s visit to their homes — and they are willing to pay a modest fee to receive priority treatment and preferred appointment times. These findings are from a recently released survey from CSG International, a global provider of interactive transaction-driven solutions and services. “Delivering a Differentiated Customer Experience in the Home” explores the ways consumers want to be engaged before, during, and after service installation or a technician appointment.

Survey findings reveal that The CSG survey polled 400 consumers across the U.S. to gauge interest in faster, more convenient tools to monitor a service truck’s location, determine technician arrival time, and provide technician information such as names and photographs to improve the service experience.

Key findings include:

  • An overwhelming 89 percent of respondents prefer an “Uber-like” tool that provides technician location and continually updated estimated arrival times; some 70 percent also want to see the technician’s name and photo.

  • Some 86 percent of respondents are willing to pay a premium—up to $25—to make the scheduling process more convenient; they favor choosing specific technician arrival times, same-day service, weekend appointments, and guaranteed one-hour service windows.

  • Fifty-six percent of respondents want to receive a mobile alert if a tech is running late, while 35% prefer a text message.

  • Nearly all respondents — 97.5 percent — want more control of the scheduling process and prefer alternatives to calling providers for an appointment:

    • Slightly more than 64 percent want the option to book appointments online while others want to schedule using a mobile app; still others show no strong preference for online or mobile requests but want service providers to offer them.

    • Fully 86 percent want to try to troubleshoot problems themselves using Web-based or video instructions before scheduling a service call.




“Given the widespread use of smart devices and a growing do-it-yourself culture, the survey findings should not be surprising,” said Chad Dunavant, vice president of product management at CSG. “Leading providers already use real-time notifications and proactive outbound calls to provide service updates, but investing in additional technologies that use geographic analysis and location-based information can boost field-service efficiency and enhance the customer experience, especially if consumers feel informed, in charge, and empowered.”

To successfully meet the needs of always-on digital consumers—and provide the Uber experience those consumers increasingly demand—providers might also consider providing customer service ratings, company tenure, and technician performance records. One-third of respondents asked for them.

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