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, according to international research firm Parks Associates.
Broadband Services: The Turning Point, a new white paper from Parks Associates, reports subscribers with a triple-play bundle exceed the national average 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, Principal Analyst, Parks Associates. "Service providers help themselves by emphasizing 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."
Parks Associates' upcoming project Broadband, Communications, and Entertainment Bundles examines the consumer selection process for communications and entertainment services.
From the article, "Service Providers Boost Subscriber Satisfaction With Bundled Services and Connected Home Strategies"
