Solution Marketing Specialist
May 3, 2016
Vancouver, B.C. – May 3, 2016 – Incognito Software Systems, a global provider of solutions for communication service providers, today released “The 2016 Incognito Broadband Consumer Quality of Experience (QoE) Survey”, which explores subscribers’ level of satisfaction with their broadband service provider. Although the survey finds that only 34 percent of subscribers are likely to recommend their provider, the results suggest that the largest and most frequent issues subscribers have can be both identified and addressed with the proper tools.
With broadband service providers in America routinely ranking the lowest on yearly American Consumer Satisfaction Indexes, Incognito™ conducted its survey to better understand not just the level of dissatisfaction among broadband consumers, but also the reasons behind it. Incognito polled broadband users throughout the United States – encompassing every region of the mainland and every adult age bracket – to obtain 799 complete responses. Notable findings of the survey include:
The largest influencers on subscriber QoE are service speed, reliable WiFi and pricing options – and subscribers are dissatisfied with the experience their provider currently supplies. Only 34 percent of respondents are likely to recommend their provider to a friend.
While pricing helps providers retain customers, nothing helps them attract new subscribers more than faster speeds, though WiFi reliability is close behind. Unsurprisingly, the three biggest factors behind subscriber QoE are the three most attractive elements for potential new subscribers as well.
Traditional Internet uses and Internet-connected devices reign supreme – for now. General Web browsing continues to be the largest primary Internet use among respondents (60 percent), and desktops and laptops account for the most used devices to connect (63 percent). That said, trends towards other uses and devices are building:
Despite measured dissatisfaction and unwillingness to recommend their provider, most subscribers do not ultimately make a switch – though many consider it. Only 10 percent of respondents had switched providers within the last year, but 31 percent have considered the idea of moving to a new service.
Usage-based billing does not seem to affect customer opinions about pricing, but better education could make it more popular. Just 15 percent of respondents would prefer switching their payment plan to a usage-based billing system.
“In this era of subscriber monetization, it’s essential that broadband providers clearly grasp what’s important to their existing subscribers,” said Stephane Bourque, president and CEO of Incognito. “As our survey shows, providers are expected to do more than ever before – provide faster speeds, lower prices and superior WiFi capabilities to live up to their subscribers’ demands. To meet this high bar, providers must seek out the appropriate tools to gather smarter network insights, improve device and home network management capabilities, and provide subscribers with tailored services that meet their unique needs.”
Incognito Software Systems Inc. provides software and services to help digital service providers manage and monetize broadband services. Over 300 customers worldwide, including Cox, Claro, Globe, Foxtel, and SingTel, leverage Incognito solutions to fast-track the introduction of innovative broadband services over fiber, LTE, and cable technologies, while delivering a great customer experience. The company is a division of the Volaris Group, an operating group of Toronto-based Constellation Software Inc.
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