Improving quality of experience
The report revealed that service providers are now actively investing more in the home network to address consumer dissatisfaction surrounding home Wi-Fi-related issues, which now accounts for up to 60% of all inbound customer service calls and is the leading driver behind customer churn.
By improving control over the home network, service providers have been able to boost their Net Promotor Scores (NPS) by as much as 40 points, reduce service calls by up to 60%, reduce truck rolls by up to 30%, and increase the number of customers subscribed to premium broadband tiers by 45%.
Premium value-added services
While developing a highly efficient Wi-Fi network is imperative, service providers also need to invest and innovate around broadband services to improve the customer experience and drive ARPU.
When it comes to delivering new value-added services to customers, the top priorities are applications that deliver online protection, network security, parental controls, speed tests, and app catalogs, while remote technical support and application prioritization controls follow closely behind. Given people's increasingly remote lifestyle, applications that provide more control over the in-home Wi-Fi network have become crucial. Operators can build a competitive advantage by rapidly launching app-based smart home services on residential gateways and set-top boxes to monetize the connected home further.
Top use cases around USP
The report highlighted that for service providers to overcome industry fragmentation and take advantage of new revenue-generating opportunities, new open standards are a must. The advent of User Services Platform (USP) stands to be a game-changer for the broadband industry.
According to service providers, the top use cases that will be enabled by USP technology are managed Wi-Fi services and Wi-Fi optimization, virtualized services running on CPE devices, and smart home/IoT managed services. Over 75% of service providers surveyed said they plan to implement USP into their networks within the next 12 months.
