Research carried out on behalf of Magnet+ reveals what businesses want from a broadband provider. The most common issues businesses have with their telecommunications provider are related to being able to make contact with them. The biggest problem for the majority of businesses (35%) is being left on hold while calling the customer service line, while one in five (23%) report the biggest issue with their telecommunications provider is not being able to physically get through to them.
Subsequently, the top two services businesses require from their provider include wanting their calls to always be answered by a person in real life (74%) as opposed to a bot and to always be able to get through via the phone (70%) when contacting their provider.
Top Issues Businesses have with their Telecommunications Provider
- Being left on hold when trying to contact their provider – 35%
- Not being able to physically get through to their telecommunications provider – 23%
- Broadband being unstable or down – 30%
- Having to get the same problem resolved multiple times – 27%
- Not knowing when a problem will be resolved – 27%
- Not knowing who is in charge of a problem – 25%
- Not being updated on the current status of an issue via phone – 20%
Services Businesses are Interested in from their Connectivity Provider
The top two services businesses require from their broadband provider include wanting their calls to always be answered by a person as opposed to a bot (74%) and to always be able to get through via the phone (70%) when contacting their provider.
- Over half of businesses (56%) place significant importance on being able to have a live chat (i.e., instant messaging) with their provider
- Almost 40% of businesses value being able to track the status of current issues live
- Over one quarter (26%) would like a dedicated portal to review their account
- Surprisingly, just 17% of businesses are interested in the ability to have a video chat with provider.
The reoccurring theme from these results relays the message that no matter how far technology advances in the telecommunications sector, the human element is still the top priority for customers.
Commenting on these results, John Delves said:
“At Magnet+, we commit to putting a human touch on every aspect of our business and our customers journey, with a key focus on ‘People Powered Connectivity’. This means guaranteeing that when a customer contacts the company, they will be speaking to a real person and not a ‘bot’. The results from our research highlight the importance of the human element when it comes to customer service which is crucial to know as we manoeuvre through an increasingly more digitised world of work.”
The research was carried out by Behaviour and Attitudes (B&A). Fieldwork was conducted in Q4 2022 with a sample of 400 participants.