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We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort.
Our study also focused on benchmarking the media industry, providing an overview of satisfaction across TV/film subscriptions, mobile, broadband/internet and home telephone. When it comes to customer satisfaction the UK’s media services providers face a real challenge. More than half of media service consumers have contacted their provider within the past year; higher than other service providers and media consumers are far more affected by poor customer experience and having a service that didn’t meet their needs than other service providers.
Download our infographic “Media in the modern age!” which provides an overview of findings across the media industry:
• Breakdown of KPI metrics across media providers
• Length of time with current providers
• The role of switching and ditching – just how common is it?
• Key reasons for cancelling accounts
• Areas of poor customer experience that cause customers to cancel
The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition.
If you’d like to know more about our Services Benchmarking Study and find out how your business compares please call or email Craig Strudley +44 (0)1865 336 400 or firstname.lastname@example.org