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June 5, 2017 by Sarita Fernandes

How good is your customer satisfaction index?


The latest customer index score for Internet service providers (ISPs) in the U.S. has been released and per the ACSI(American Customer Satisfaction Index) 2017 report, ISPs remain at the bottom of the ACSI rankings, unchanged from last year at a score of 64 on a scale that ranges from 0 to 100.

(ACSI is the index that provides information on satisfaction with the quality of products and services available to consumers in the U.S., and it tracks 43 industries.)

The report also indicates that most aspects of the customer experience with ISPs are getting worse and call centers continue to be a sore spot for the industry, retreating to a low benchmark of 61. This represents troubling news for broadband providers.

With today’s high streaming and data usage profiles, providing the right broadband experience translates to providing the right speed, price, and a great in-home Wi-Fi service to subscribers.

You may have the right broadband service offerings in place, but you may still obtain a poor customer satisfaction score if your subscribers have a poor Wi-Fi experience.

So, how can you improve your customer satisfaction and obtain a better customer index score?

  • Provide a managed Wi-Fi service to improve the overall broadband and streaming experience. By offering the service, you can obtain visibility into home gateways, remotely manage Wi-Fi spectrum, and ensure that gateways are always up-to-date.
  • Equip your call center teams with the right Wi-Fi diagnostic and remediation tools so you can reduce call handling times, escalations, increase first-call resolutions and eliminate unnecessary truck rolls.
  • Enable the service with the appropriate data and analytics to enhance the overall subscriber experience by keeping track of usage trends and anticipating customer needs.

Are you concerned about your customer satisfaction index and how Wi-Fi is impacting it? Do you have a solution that can impact the right metrics to improve your call-center customer satisfaction? In my next blog, I’ll talk more about support solutions and what they should include to deliver an elevated subscriber experience.

In the meantime, to learn more about Wi-Fi support and management solutions, check out Calix Support Cloud.