Fred Harteis Editors Note: This article is very interesting if you are considering broad band or any telecommunication services.
A new survey conducted by InsightExpress on behalf of SupportSoft found that 82% of broadband users are interested in receiving "triple play" services — voice, video and high-speed data services — from a single provider.
The growing desire for triple play services from one service provider is likely to increase the competition between cable providers and telecommunications companies.
Currently, eMarketer estimates that the average US household spends between $100 and $200 per month on voice, video and data services, so it's not surprising that the competition between the telecom and cable industries is already heated. eMarketer expects that cable broadband households will continue to outnumber DSL households through 2008, although the number of DSL households will grow faster.
The "triple play" survey contains good and bad news for both cable providers and telecoms.
First, the good news, customers not only want the service, they think it will be an improvement. When asked about whether they felt customer service would change if they received triple play services from one provider, 37% thought it would "improve" or "improve significantly." Only 17.5% thought it would get worse. The reason most often cited for switching to a single provider was that it would be "more convenient overall," followed by "one bill to pay for all three services." Obviously, convenience is a key factor.
But, on the down side, there are switching barriers. Both cable and DSL high-speed data customers expect problems when installing VoIP or IPTV. Among cable broadband customers, 68% anticipate some sort of issue when installing VoIP, and 60% of DSL subscribers expect to encounter problems during IPTV installation.
Furthermore, over two-thirds of broadband users are unsure or wrong about how VoIP and IPTV services will be installed.
"The survey findings indicate that there is an opportunity for both DSL and cable providers to gain competitive advantage by meeting or exceeding customer expectations for triple play service and convenience, starting at the point of installation," says Chris Grejtak, senior vice president at SupportSoft. "More than just a competitive advantage, customer service is a critical requirement in combined IP-based voice, video and high-speed data delivery."
Source: emarketer.com
About : Fred Harteis provides Team Business Series as a service to small business owners. Fred is president or I Team.