Technology, Media & Telecom

U.S. Telecom In-Home Service Technician Study

Saving time, money, and resources is no easy feat for telecommunication service providers as differentiation in the high-speed data, TV, and phone services space has become increasingly focused on service technician visits. Many providers have gone to 1-hour service visit windows, created apps for customers to track their technician, and created marketing campaigns which emphasize ease of on-site visits. Justifying these program expenditures is a chief concern among telecom decision makers, but what if expert insights needed to save time, money, and resources were available?

The Solution

The J.D. Power U.S. Telecom In-Home Service Technician StudySM measures key drivers of satisfaction with in-home service technician visits for installation and post-install service of residential wireline products, which include high-speed data, TV, and phone services. The study examines the performance of service providers across three main criteria: Scheduling and Appointment Timing; On-Site Experience; and Communications. The study allows providers to evaluate both their performance and expectations of customers in the following areas:

  • Benchmark performance against other wireline service providers
  • Identify providers' strengths, weaknesses, and opportunities
  • Align strategic planning and improvement initiatives with customer expectations and performance metrics
  • Determine drivers of customer churn and switching intent

The Benefits

Studysubscription provides access to the tools needed to gain a comprehensive understanding of how your company is performing and to identify any areas needing improvement, which could ultimately reduce program costs:

Study deliverables include:

  • A management discussion and on-site executive presentation that provides insights into key industry trends and study findings
  • Analyst briefing documents to highlight segment hot topics
  • Access to VoX competitive data sets, which allow a comparison of your company's performance against competitors, the industry, and highest performers
  • Data analysis via SPSS Data and mTABWeb™ files which allow for segmentation at both the regional and national levels, and pinpoint opportunities for improvement based on Key Performance Indicator (KPI) performance levels