Study reveals widespread customer service problems

Tue, 07/02/2002 - 8:00pm

Broadband continues on a path to relative ubiquity, but new study findings are showing that customer service and support may be lagging behind broadband's overall growth.

One new study, a Harris Poll survey commissioned by service software provider Motive Communications, reflects the trend. The study found that of the 30 percent of Americans who access the Internet though a broadband connection, more than half complained about problems with customer service.

More troubling was the discovery that 90 percent didn't plan on buying new services from their current provider. However, 45 percent surveyed did express general interest in new services like games, music, streaming video and home networking.

Among the customer service problems cited: 20 percent said it took their provider too long to solve their problems; 33 percent said it took multiple tries to solve their broadband access issues; and 7 percent claimed their problems were never solved at all.

More bad news from the Motive study: a full 23 percent said that based on their broadband experience, they would consider switching to a different provider or canceling their high-speed Internet service altogether. Ouch.


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