NEWS

Amdocs reveals new survey report

By VARINDIA - 2015-03-02

Amdocs has released new independent research that explores the market forces driving The New World of Customer Experience, a world characterized by a rapidly-changing competitive landscape and the ongoing need to compete by delivering a superior customer experience. The research shows that, globally, despite the competitive challenges from over-the-top (OTT) players, the vast majority of consumers still favour “traditional” service providers. However, while customers value their service providers’ customer experience, network quality and brand reputation, churn remains high within the industry. The Amdocs Customer Experience Spotlight 2015, an independent research study conducted by IE Market Research (IEMR) on behalf of Amdocs, highlights the importance of providing a superior customer experience in order to retain as well as attract new customers, such as including a carrier-grade Wi-Fi strategy to combat the threat of emerging players in the mobile market and offering multi-play bundles to win market share. The global survey was conducted among 8,450 consumers in 17 countries, including India, Thailand, the Philippines, Singapore and other countries across Europe, North America, etc. “With changing customer expectations and the ever-increasing threat of disruptive competitors, service providers are required to adopt a new strategy by taking a multidimensional view of customer experience. By leveraging their customer experience strengths and exciting customers with innovative, personalized and multi-play bundles, as well as shaping the quality of network experience through real-time network visibility and control carrier-grade Wi-Fi strategies, service providers have a tremendous opportunity to lead in The New World of Customer Experience,” said Chris Williams, Head of Global Marketing, Amdocs. In India, the research found that 31 per cent of the respondents would switch to OTT players if they offered mobile connectivity, much higher than the global figure of 20 per cent. Nonetheless, customers would recommend their service providers to friends and family if they experience great customer care (94 per cent), quality internet coverage (62 per cent) and competitive pricing (86 per cent). It further uncovers the need for service providers to roll out Wi-Fi services in India. Although 53 per cent of the respondents had a mobile internet plan, 47 per cent used Wi-Fi in public places and 67 per cent used Wi-Fi, even though some had active mobile internet plans.