Research and Markets: Broadband Service Providers Need to Improve Customer Service in Order to...

DUBLIN, Ireland -- Research and Markets (http://www.researchandmarkets.com) has announced the addition of Customer Service Is More Important than Ever in the Complicated Broadband Market to their offering.

High-speed Internet providers are at a crossroads with their services. For the most

part, the technologically advanced already subscribe to broadband. Customers are increasingly becoming more aware of speed differences, and most will continue to have sensitivity around price. How will the broadband service providers differentiate themselves? Content is nice, but for the time being, most consumers need a basic justification for choosing a service provider. After price and speed, many consumers evaluate what they know about the provider's service reputation. DSL is growing at a fast pace in the United States, poised to equal cable's net adds in 2004. Rapid growth of the DSL product is great news for telcos, but if they have not scaled service appropriately and effectively, they have the potential to cause a backlash among consumers.

On the other hand, cable companies must do everything they can to ensure that the customer does not abandon them for a DSL service. Quality customer service should not be an afterthought for providers in this competitive market--rather, it should be the cornerstone of BSP service.

Poor satisfaction with a customer service organization will have tremendous impact on further purchase decisions from the consumer and may cause the consumer to reevaluate the need for that particular provider. This report provides data and analysis of consumer perceptions of their broadband provider's overall customer service and also includes recommendations for BSPs.

For more information visit http://www.researchandmarkets.com/reports/c5045