Pay-TV operators are failing their customers by not providing the personalised experience they expect. Customer experience is now a critical differentiator in the competitive TV market and consumers today don’t just expect operators to take note of their preferences and needs, but to act on them – continuously throughout the entire customer lifecycle.
Our new survey of over 3,000 consumers in three different bellwether markets – across the UK, US and the Philippines – reveals consumer attitudes and actions relating to their experiences with satellite, cable, IPTV and OTT service providers. It is evident that too many pay-TV operators are simply falling short in their efforts to build customer loyalty and brand reputation.
have experienced a negative interaction or issue in the last 12 months
said the negative interaction had damaged their view of the brand
said they would cancel if the service and support became poor and a provider was out of touch with their needs or preferences
would be more loyal is their provider was proactive to ensure their package and price was best for them