Home Page ContentPress Releases New NetCracker Survey Provides Insights on Customer Expectations from Broadband Providers

New NetCracker Survey Provides Insights on Customer Expectations from Broadband Providers

by david.nunes

New NetCracker Survey Provides Insights on Customer Expectations from Broadband Providers

Study Highlights Demand for Faster Access to Information, Greater Personalization and More Proactive Engagement

WALTHAM, MA — December  3, 2014 — NetCracker Technology announced today the results of its 2014 Broadband Customer Experience Expectation Survey that polled more than 500 broadband subscribers about what they want most from their communications service providers (CSPs).

Consumers were provided with a list of five possible options based on NetCracker’s longstanding expertise in enhancing broadband providers’ customer experience, care and support capabilities. The greatest number of respondents—35 percent—stated that they want CSPs to enable “faster access to order and repair status” information. This highlights today’s expectations brought about by the emergence of mobile devices, e-commerce and social media such as having on-demand access to information from any device at any time.

NetCracker also found that 29 percent of respondents want “better personalized care and offers.” Similarly, nearly a quarter of respondents—22 percent—expect broadband providers to enable “alerts about problems and/or ways to save” money. These findings underline the need for broadband providers not only to understand customers’ desires for more interactive and accessible purchasing, care and support, but also to shift to more proactive, if not personalized, forms of customer engagement.

“This survey demonstrates that there is no single, all-encompassing answer for how broadband providers can begin to improve the customer experiences they deliver,” said Sanjay Mewada, Vice President of Strategy at NetCracker. “In today’s highly connected digital services environments, consumers’ expectations are set by brands that do the best job of being proactive and personalized while providing access to key information on demand; broadband providers are measured against those leaders, not just against each other.” 

For full results of the survey, visit NetCracker’s thought leadership blog at www.NetCracker360.com. To learn more about NetCracker’s customer service solutions for operators, visit www.NetCracker.com.

About NetCracker Technology

NetCracker Technology, a subsidiary of NEC Corporation, is the proven partner for communications service providers and cable operators offering comprehensive, end-to-end solutions and delivery capabilities to optimize their enterprise. With its global reach, leading-edge technology, and unbroken track record of successful implementations, NetCracker helps eliminate operational and business silos and delivers real-time experience in an on-demand world.  For more information, please visit www.NetCracker.com.


NetCracker is a registered trademark of NetCracker Technology Corp. All other company or product names mentioned in this press release may be trademarks or registered trademarks of the respective companies with which they are associated.


About NEC Corporation

NEC Corporation is a leader in the integration of IT and network technologies that benefit businesses and people around the world. By providing a combination of products and solutions that cross utilize the company’s experience and global resources, NEC’s advanced technologies meet the complex and ever-changing needs of its customers. NEC brings more than 100 years of expertise in technological innovation to empower people, businesses and society.  For more information, visit NEC at www.nec.com


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