Wireless carriers and cable operators enhance their customer acquisition and retention initiatives with personalized videos that engage customers in real time and improve the customer experience. By benchmarking the right metrics, as we’ve done in our quarterly SmartVideo Index, you can measure the video performance and viewer engagement of your personalized video programs.

1. SMARTVIDEO BENCHMARKS FOR
TELECOMMUNICATIONS LEADERS
METRICS THAT MATTER:
SMARTVIDEO
INDEXQ1
2015

2. Wireless carriers
and cable
operators can
enhance customer
acquisition
and retention
initiatives with
personalized video
experiences that
engage customers
in real time.
This SmartVideo Index
will take you through a
sampling of the metrics
that matter for personalized
video programs at several
different stages of the
customer lifecycle:
Acquisition
Onboarding
Delivering Bills
Building Loyalty

3. SundaySky generates
five personalized videos
every second with
some of the world’s
largest brands, and
therefore, has access to
a unique and rich set of
SmartVideo interaction
and performance data.
Benchmarking the
right metrics
allows you to
measure the video
performance
and viewer
engagement of
your personalized
video programs.

4. ACQUISITION
Personalized video ads
are created especially for each
viewer in real time, so viewers
visit the site, CONVERT AND
SPEND MORE than equivalent
consumers who do not
view these video ads.

5. THE BENCHMARKS
Personalized video
ads outperform
other online
ad mediums,
including other
video ad programs:
SmartVideo
programs have
shown to perform
at 2x the target
eCPA goal.
2.76% CLICK-
THROUGH RATE
(CTR)
THE AVERAGE CTR FOR
STANDARD PRE-ROLL VIDEO
ADS IS JUST
0.8% to 1.2%
COMPLETION
RATE
70.17%

6. ONBOARDING
Personalized videos enhance
the welcome experience at
various points during the new
customer onboarding period,
helping to IMPROVE CUSTOMER
SATISFACTION, REDUCE EARLY
LIFECYCLE CHURN RATE AND
REDUCE CONTACT CENTER COST.

7. THE BENCHMARKS
24.01% CALL-TO-
ACTION (CTA) TAKE
RATE
54.55% OF VIEWERS
WOULD RECOMMEND
PROVIDER TO FRIENDS OR
FAMILY
69.32% VIDEO
COMPLETION RATE
“Well done.
I have never
seen this
type of
service
from any
vendor.”

8. BILLING
Billing statements can confuse
customers, which leads to
excessive support costs and churn.
Personalized video bills are an
engaging and effective way to
proactively explain statements,
REDUCING COSTS AND CHURN
and paving the way to EXPAND
CUSTOMER RELATIONSHIPS.

9. THE BENCHMARKS
10.08% CTA TAKE
RATE
93.97%OF VIEWERS
WERE MORE FAVORABLE
TOWARD THE PROVIDER AFTER
WATCHING THE VIDEO
50.91%
COMPLETION RATE “I am extremely
impressed by this
video -- both the
concept and the
execution are
amazing. Thank you
for treating me well.
This made it possible
to get the info I needed
without having to
search for it.”
89.85%FOUND THE
VIDEO HELPFUL

10. LOYALTY
Extend the personalized video
experience to support device or
service package upgrades, prepaid
conversions and promotional
marketing strategies, and you
CAN DRIVE UP AVERAGE
REVENUE PER CUSTOMER,
COMBAT CHURN and INCREASE
BRAND STICKINESS.

11. THE BENCHMARKS
20.13% CTA
TAKE RATE
AVERAGE PERCENT OF
VIDEO VIEWED:
60.90%
79.61%
COMPLETION
RATE “Great
informative
video! Makes
setting up my
new phone a
snap.”

12. BUT WAIT, THERE’S MORE
The full report contains additional metrics and
benchmarks, so you can:
See how you compare against benchmarks for the industry
average and the industry leader
See the customer’s video experience at each touch point with
example personalized video scenes
Understand how personalized video impacts customer
experience and satisfaction
Download the full Q1 2015 SmartVideo
Index: Metrics that Matter for the
Telecommunications Industry
METRICS THAT MATTER:
SMARTVIDEO BENCHMARKS FOR
TELECOMMUNICATIONS LEADERS
SHARE THIS REPORT
Copyright © SundaySky 2015
SMARTVIDEO
INDEXQ1
2015
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www.sundaysky.com | T 212.929.8111
SundaySky’s personalized video marketing platform,
SmartVideo Cloud, enables brands to deliver scalable
one-to-one video experiences that foster long-term
customer relationships. The SmartVideo Cloud empowers
marketers to easily create, manage and optimize real-time
personalized video programs throughout the customer
lifecycle. AT&T, Comcast, Allstate and other industry-
leading brands partner with SundaySky to engage
prospective and current customers, resulting in higher
revenue, lower costs and deeper loyalty. SundaySky
is headquartered in New York with offices in Tel Aviv,
London and Tokyo.
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