Salesforce launched its Report 2022 Trends in the Communications Industry this Tuesday (27). With nearly 6,000 customers interviewed, 5% corresponded to Brazilians. And half of consumers in the country see an improvement in service, threatening to switch providers.
Exactly 50% of wireless customers and 47% of cable customers have better service quality with the threat of changing operators. Besides, around 40% are dissatisfied with current providers.
To increase satisfaction, in addition to a better price, consumers want discounts, transparency (no hidden fees), and personalized offers and deals on streaming services.
“For most of the public, communication service providers have not been able to position their value propositions convincingly. As a result, the industry needs to invest more in the quality of experiences and services delivered to attract and retain customers across all touchpoints,” said Joana Macedo, regional vice president of sales at Salesforce.
Pay more for 5G
Consumers are also willing to explore non-traditional providers, with 78% of wireless subscribers and 76% of cable subscribers accepting this possibility. Two-thirds, 67%, are willing to pay more to take advantage of 5G technology.
“In an increasingly competitive environment, experience cannot be neglected. At least 88% of customers say the experience a company delivers is as important as its products or services.”
Respondents to Salesforce from Brazil, plus US (46%), Australia (8%), Canada (6%), Mexico (5%), UK (5%), Germany (4%), Italy there was. (5%), France (5%), Spain (5%), Japan (5%) and New Zealand (2%). The survey also analyzed the responses of 500 industry leaders.
Source: Tec Mundo
