Tag Archive for: satisfaction

Ensuring customer satisfaction and security in the digital era


Charist Montenegro, Country Manager, Infobip Philippines

Is your business protected against phishing and other online threats?

The past decade saw Filipino consumers embracing a more digital way of life. They have even become renowned as being among the world’s top users of social media. E-commerce and digital transactions have been steadily rising, increasing by 9% and 15% from 2019 to 2020, respectively. Amid the pandemic, digital adoption in the market only grows higher as it helps people accomplish daily tasks in the safety of their homes.

However, advances in technology have been a double-edged sword.

According to the 2020 Unisys Security Index, Filipinos are highly concerned about data security due to widespread hacking and social engineering incidents. Since the lockdown started in March, when more consumers began adopting digital solutions, there has been a 200% increase in phishing alone, with the most cases committed on social media, against banks, and via email, according to the National Bureau of Investigation (NBI). Data from credit-reporting agency Transunion found suspected digital fraud cases to have more than doubled in the country during the pandemic.

The most affected industries were telecommunications and financial services, where credit card fraud, identity theft, and account takeovers were the most reported crimes. Other mobile security threats such as SIM swaps, when a third party gains access to a user’s personal information by unauthorized SIM hijacking, and man-in-the-middle attacks, when a malicious actor puts himself in between a user and an application to gain access, have become rampant.

Despite the increased cyber attacks, Filipinos are only becoming more digital with higher expectations of convenience, efficiency, and security from brands. For businesses, this means surviving the digital competition is winning and retaining the hearts, minds, and wallets of consumers through seamless and secure CX.

The emergence of advanced cloud-based customer engagement solutions offers organizations a way to juggle all these requirements. At the heart of these technologies is the most fundamental duty of all businesses that enables security, seamlessness, …

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Streaming Services Far Exceed Traditional Cable in Customer Satisfaction

There’s just something about terrible customer service, high prices, and sketchy quality product that consumers oddly don’t like. American consumers’ dislike of traditional cable TV providers was once again made clear this week in a study by the American Consumer Satisfaction Index, which, as its name implies, tracks US consumer approval of companies on a 100 point scale. As has long been the case, the full report shows most traditional cable TV, satellite, or IPTV providers languishing somewhere in the mid 60s — scores that are bested by a long line of industries and government agencies (including the IRS).

Not too surprisingly, the report shows that American consumers far prefer streaming video alternatives, which provide them with lower costs and greater package flexibility. According to the ACSI, streaming services scored significantly higher than traditional TV, phone, broadband, video on demand, and wireless providers:

“Video streaming services are the top performers for customer satisfaction among the five telecom industries. Competition is likely to spur further improvement, with both Disney and Apple expected to release inexpensive streaming services later this year. Netflix gains 1% to secure first place at 79—and number one across all five telecom categories—after sharing the lead with Sony’s PlayStation Vue and Amazon Twitch last year. As its membership growth continues at a record pace, ACSI data show Netflix ranks at the top for original content among all streaming services.”

The report’s infographic makes the point clearer still:

Of course that’s a major reason for the slow, steady exodus of cord cutters from traditional TV to streaming services or over the air antennas, the rate of which continues to accelerate. Streaming companies are actually trying to compete on things like price, which, with a few exceptions, still isn’t something the traditional cable and broadcast industry is particularly interested in. Many sector executives spent the last decade pretending that this shift toward streaming was some kind of temporary fluke that would just magically dissipate.

As a result two sectors — Pay-TV and broadband — both had average satisfaction scores in the mid-sixties, the last place of all the industries the ACSI tracks. When you consider that includes the airline, banking, and insurance industries, that’s no small feat.

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Techdirt.

Comcast customer satisfaction drops 6% after TV price hikes, ACSI says

Comcast’s customer satisfaction score for subscription TV service fell 6 percent in a new survey, putting the company near the bottom of rankings published by the American Customer Satisfaction Index (ACSI).

Comcast’s score fell from 62 to 58 on ACSI’s 100-point scale, a drop of more than 6 percent between 2016 and 2017. The ACSI’s 2017 report on telecommunications released this week attributed the decrease to “price hikes for Xfinity (Comcast) subscriptions.”

Satisfaction with pay-TV providers dropped industry-wide, tying the segment with Internet service (a product offered by the same companies) for last place in the ACSI’s rankings. The ACSI summarized the trend as follows:

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Technology Lab – Ars Technica