Regardless of the quality of video service offered to an end user, poor customer service can result in customers moving on to other providers.
That is the takeaway from a recent worldwide survey conducted by Paywizard. Foremost among the survey’s findings: 84% of respondents said they would cancel their pay-TV service if a provider lets them down. Further, 24% have cancelled service within the past 12 months due to a poor customer service experience, while 46% have remained loyal to their provider because of a positive customer experience.
“We are seeing a tremendous shift taking place in the pay-TV marketplace, with customer experience emerging as critical to television service providers’ success—in many cases, their very survival,” said Bhavesh Vaghela, Paywizard’s chief operating officer. “With industry projections indicating roughly a billion pay-TV subscriptions are up for grabs this year—and billions in revenue are on the line—it is clear from the research that pay-TV operators today ignore customer experience at their peril.”