Broadband is already a commodity, and these days it is often considered an essential utility, like water and electricity. As such, it has also become a necessity in most households. The “ Home Broadband Experience Index ,” a complimentary new white paper from IHS Markit (Nasdaq: INFO), provides insight on how service providers can improve customer satisfaction by maximizing the broadband experience.
“By offering and achieving a superior experience across the various levels of the broadband consumer’s journey, service providers can control churn and more efficiently grow their service revenues,” said Elias Aravantinos, principal analyst at IHS Markit. “With broadband being bought as a commodity today, service providers must listen to consumers more effectively through their customer care and marketing channels, as the feedback may open opportunities to offer tailored consumer packages.”
The development of new business models that are driven by user customization may drive the evolution of the premium broadband experience. A combination of highly reliable connectivity, customized offers and high-quality services are the key to attractive smart home packages. Service consciousness is another feature of the premium broadband experience, as service providers must offer the most positive user experience across all stages of the customer journey.
Creating a standard for premium home networking helps service providers respond to the consumer need for high-level service and effective WiFi throughout the home. “As the global data transmission increase is directly linked to the deployment of fiber-optic cable, service providers should adopt a premium network standard, a fiber-based solution, along with a premium WiFi solution to respond to the consumers’ needs,” Aravantinos said.
“A plug-and-play broadband home increases consumer satisfaction, from the beginning of their journey,” Aravantinos said. “Consumers want to complete processes quickly, without any specific knowledge. Service providers are encouraged to offer equipment that comfortably suits online needs.”
According to Aravantinos, “the best premium service offers a significant advantage to society, as it enables access to knowledge and information including healthcare, education and safety of citizens. There is a role that service providers should consider playing – not only offering premium broadband experience, but also advancing the digital society to the next level.”
To find out more about the IHS Markit “Home Broadband Experience Index,” join analysts Elias Aravantinos and Jack Kent for a presentation at MWC 2019 on Tuesday, February 26, at 14:00 in the Media Village Press Meeting Conference Room 4. To download a free copy of the white paper, visit https://technology.ihs.com/611257 .
Meet IHS Markit Analysts at MWC2019 — Elias Aravantinos and other industry experts from IHS Markit will also be available for media interviews at the upcoming MWC2019 in Barcelona, February 25-28, 2019. To schedule an interview before, during or after the show, contact Lee Graham at lee.graham@ihsmarkit.com or press@ihsmarkit.com .
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