Broadband Customer Service Survey: Faster Access to Order Status Tops Wish List

Polling 500 US broadband subscribers regarding their wish list for customer service from communications service providers (CSPs), NEC subsidiary NetCracker Technology found that the greatest number of respondents – 35 percent – chose “faster access to order and repair status.”

Given a list of five attributes of customer service they would like to see enhanced:

• 29 percent chose "better personalized care and offers" as their primary expectation for broadband customer service.
• 22 percent chose "alerts about problems and/or ways to save"
• 22 percent chose "easier to buy or change services online"
• 21 percent chose "better security and features"