Reliable and resilient broadband has become a critical consumer issue due to the COVID-19 pandemic. While the EY June survey shows there is a disconnect between customers and service providers around network quality. To improve their relationships with households — and make the most of customer demand — there are four key considerations that service providers should address:
Next steps: four actions for connectivity providers to take now
- Overhaul your broadband value proposition to cater for reliability as well as speed
- Demystify full-fibre broadband and what it can offer households
- Provide better practical guidance and build more confidence in the Wi-Fi experience
- Create an integrated and seamless customer support experience
For details of each, please refer to the detailed EY report (PDF, 917KB).