Accenture undertook a survey of 2,000 North American consumers—representing a cross section of ages, genders, income levels and technology savviness—for their opinions.
The research tests six hypotheses, relating to distinct aspects of home phone, wireless, internet and TV/video services, against the survey data. While some hypotheses were affirmed, others proved inaccurate. Ultimately, our findings provide deeper insights into emerging trends Communications Operators must understand if they are to remain competitive.
Consumers are demanding high quality service that meets their needs for a competitive price. They want issues resolved quickly, by a single agent, via the channel of their choice. In order to attract new and retain existing customers, Operators must meet these expectations while continuously reevaluating changing consumer preferences.