In the annual Video study of over 800 rural homes consumers sound off on what they like, and what they don’t like about your video service. Here are some highlights:
What They Like
The study gave respondents a one to ten scale for rating their satisfaction with one being the lowest, and ten being the highest. For those rating their video service at seven or higher, a variety of channels aggregated in a linear guide, good customer service, and being able to bundle video with internet service are some key reasons for their high satisfaction.
What They Don’t Like
Consumers who rated their video service at a seven or below to no one’s surprise, rated high prices as their biggest pain point. Conversely, too many channels and poor customer service were noted as other areas of dissatisfaction.
The data suggests that the most satisfied customers are getting perceived value with their video service with diverse channel options, good customer service, and features that they like including time-shifted viewing options like Restart TV, and Cloud DVR. Company visionaries need to add value that will motivate loyalty, and higher ARPU from consumers. Business history proves this when you consider some of the most iconic brands. Can you buy coffee cheaper than at Starbucks, are there less expensive televisions than Samsung or Sony?
