Let’s face it - the telecoms industry doesn’t have the best of reputations when it comes to customer satisfaction.
But something seems to be changing. Two years ago my husband and I came back to our home in Cambridge from two weeks in France to find our (and our neighbors') internet connection had been severed. However, what would normally be classed as a disaster has actually been a blessing in disguise, as our old lines were replaced by fiber to the home (FTTH) connections. Personally, as a freelance journalist I rely heavily on the internet, as does my husband and neighbors – not to mention the meltdowns that happen amongst our teenage children if they can’t get online.
But in the last 12 months, there have been no fevered meetings outside our front doors, no anguished dash to a cafe with laptop underarm. As a lay consumer, things have only improved. And surveys across Europe are showing this is not an isolated experience.
Recent research shows that FTTH customers are more than twice as happy with their service as DSL consumers. Not only that – FTTH subscribers are more likely to be thinking of upgrading in the next 12 months and to consider that their connectivity will increase the value of their home.
So FTTH customers like – even love - what they have – and are prepared to pay more for it. The Holy Grail of telecoms satisfaction may have been discovered.