Pegasystems surveyed more than 1,000 participants – a combination of consumers and business decision makers from telco/broadband organizations – to find out.
Customer Service Vision Vs. Reality
Survey results reveal that 92% of CSPs see customer service as a differentiator to retain customers, but only 52% say they deliver it, and only 26% of customers say they receive it. Here are the main perception gaps in broadband and telco customer expectations, where providers can take action to optimize and personalize the customer experience.
Our survey results reveal a major perception gap in the quality of customer service that broadband and telecommunications organizations think they provide compared to what customers are actually experiencing.
To find out more, download the full results of Pega’s new study, which can help telco and broadband providers create the best experiences possible to retain their customers.