Consistent and reliable internet service, exceptional customer service, fair price and valuable additional services are key factors for a high customer satisfaction level and reduced churn.

Here are some simple ideas to get you started on using customer satisfaction to improve customer retention:

• Right Sizing – Before a customer unsubscribes, make sure to check that they are subscribed to the right speed for their needs. This can be done as a proactive campaign or in response to a call in from an unsatisfied customer.
• Aim for excellence in customer experience – Broadband subscribers closely associate good customer service with satisfaction with their providers. Having multiple ways for your subscribers to reach your support team will help customers feel heard and solve their problems efficiently.
• Additional services – By providing your customers with additional services such as security cameras, TV, or Wi-Fi management, you are increasing their reliance on your services and reducing churn risk.
• Communicate your value – Many subscribers are not aware of the actual speed of their Internet package, so it is important to make sure they understand the value of what they are subscribed to. Help them to understand by sharing info about speed improving their gaming experience, providing enough bandwidth for the amount of devices they have connected, or fast enough uptime for a conference call.
  
  

These guidelines can help your front office and technicians to keep customers satisfied and subscribed.