J.D. Power Releases U.S. Telecom In-Home Service Technician Study.
This inaugural evaluates customer perceptions of on-site service technician visits for installation and post-install service of residential wireline products, which include high-speed data, phone, and TV services.
Long, imprecise service windows have been the bad joke of the telecommunications industry ever since Jim Carrey caricatured a crazy service technician in The Cable Guy. Despite widespread awareness, the problem persists for many telecommunications companies.
Now J.D. Power gives us some data to clarify and quantify the study results.
- Shorter service windows associated with higher satisfaction: Scheduling an appointment satisfaction is 49 points higher among customers with service windows of one hour or less than among those with a two-hour window. That gap jumps to 104 points when customers are given a four-hour window.
- Showing up on the wrong day: Overall satisfaction among customers whose technician arrived on time is 871. That score drops to 819 when technicians arrived early and to 683 when they arrived late. Despite the huge importance customers place on timeliness, 12% of technicians arrived outside of their service window (5% were early and 7% were late). Among the 7% of technicians who arrived late, 20% were at least two days late.
- Fixing it right the first time: More than one-fourth (26%) of customers indicate that not all of their issues were fixed on the first technician visit. Overall satisfaction scores are 112 points higher when the issues are fixed on the first visit. Customers whose issues are not fixed correctly the first time are more than twice as likely to indicate they “definitely will” or “probably will” switch providers than those whose issues are fixed during the first technician visit.
- The value of a heads-up: Scheduling an appointment satisfaction among customers who were contacted prior to the arrival of the technician arrival is 138 points higher than among those who were not contacted.
- Online scheduling drives higher customer satisfaction: When it comes to the mechanism used to schedule a service appointment, satisfaction is much higher among customers who used a digital channel—such as website unassisted (834)—to schedule an appointment than among those who used a phone (761).
Click here to read the full release, with complete rankings.
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