U.S. Telecom In-Home Service Technician Study —
Merely showing up on time, exchanging pleasantries, and fixing the problem isn’t enough to deliver outstanding service.
As you can read at the link, this year’s study found that merely showing up on time, exchanging pleasantries, and fixing the problem isn’t enough to deliver outstanding service. In addition to all of that, the study found excellent communication is key: telecom providers that deliver outstanding service are executing a well-choreographed, multi-channel communications campaign that incorporates web, mobile and social media, in addition to traditional phone and in-home service call interactions.
More specifically, the release notes that the perception of punctuality increases with advance alerts, scheduling over the phone is common but not very satisfying, the use of mobile apps for service notification drives satisfaction, and follow-up after the initial visit drives large increases in satisfaction.
The 2019 U.S. Telecom In-Home Service Technician Study evaluates customer perceptions of onsite service technician visits for installation and post-install service of residential wireline products, which include high-speed data, phone and TV services.
The study is based on 6 single-attribute factors:
• quality of work
• timeliness of completing work
• knowledge of technician
• courtesy of technician
• professionalism of technician
• scheduling an appointment
The study was fielded in December 2018-January 2019, for which 4,391 responses were received. To be eligible to participate, respondents needed to have had an in-home telecom service technician visit in the past 6 months.
Highlights include:
• DISH Network ranks highest in telecommunications in-home service technician satisfaction with a score of 889.
• Spectrum (867) ranks second.
• AT&T/DIRECTV (865) ranks third.
• The industry average is 859.
Full results can be found at the J.D. Power 2019 U.S. Telecom In-Home Service Technician Study.