With more choice in broadband bundles than ever before, customers are feeling increasingly overwhelmed by the range of options available. However, customer service has emerged as a key differentiator in the market, with 33% of households willing to pay more for their broadband bundle in return for good customer service.

For this month’s Hot Topics interview we spoke with EY Lead Global Telecommunications Analyst, Adrian Baschnonga on how a seamless customer journey can help service providers to achieve premium positioning in a saturated market. Adrian also explains how the reasons for customer service dissatisfaction can vary with age.

Exceeding Customer Expectations is the next in a series of findings from EY annual research into household attitudes toward technology, media and telecommunications (TMT) products and services within the home. Insights drawn from the online survey of 2,500 UK households, conducted in September 2018, open the door into the nuances of today’s digital household. In this report, the findings shed new light on the broadband customer journey as consumer expectations continue to evolve.

To find out more, download the report here.