New Research Shows Cable & Satellite Providers Must Deliver the Right
Blend of Innovative Technology and Personal Communication to Meet
Consumer Expectations
ENGLEWOOD, Colo.--(BUSINESS WIRE)--
CSG
International (NASDAQ:
CSGS), a global provider of interactive
transaction-driven solutions and services, today released results of its
new survey, "Delivering
a Differentiated Customer Experience in the Home," that explores the
ways consumers want to be engaged before, during, and after service
installation or a technician appointment.
Survey findings reveal that in today's hyperconnected, multidevice
world, consumers 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. 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% of respondents prefer an "Uber-like" tool that
provides technician location and continually updated estimated arrival
times; some 70% also want to see the technician's name and photo.
-
Some 86% 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%—want more control of the scheduling
process and prefer alternatives to calling providers for an
appointment:
-
Slightly more than 64% 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% 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.
The full survey and key findings are available at http://info.csgi.com/field-technicians-and-customer-experience-survey.
About CSG International
CSG
Systems International, Inc. (NASDAQ:CSGS) is a market-leading
business support solutions and services company serving the majority of
the top 100 global communications service providers, including leaders
in fixed, mobile, and next-generation networks such as AT&T, Comcast,
DISH, Orange, Reliance, SingTel Optus, Spark New Zealand, Telefonica,
Time Warner Cable, T-Mobile, Verizon, Vivo, and Vodafone. With more than
30 years of experience and expertise in voice, video, data, and content
services, CSG International offers a broad portfolio of licensed and
Software-as-a-Service (SaaS)-based products and solutions that help
clients compete more effectively, improve business operations and
deliver a more impactful customer experience across a variety of touch
points. For more information, visit our website at www.csgi.com.
CSG International
KC Higgins, +1 303-434-8163
Public
Relations
kc.higgins@csgi.com
or
Liz
Bauer, +1 303-804-4065
Investor Relations
Liz.bauer@csgi.com
Source: CSG International
News Provided by Acquire Media