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COGNIZANT CONSULTING
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Perspectives

Quality of Experience in a Digital World: A CSP Action Plan for Millennials and Beyond

2016-07-05


Pay TV, high-speed Internet and mobile services are part of consumers’ everyday lives. However, communication service providers continue to struggle with low customer satisfaction levels and high churn rates. To learn more about how customers view CSP services, we’ve tracked consumer satisfaction levels for the last three years, including our recent survey of 1,995 U.S. consumers of CSP services.

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Pay TV, high-speed Internet and mobile services are part of consumers’ everyday lives. However, communication service providers continue to struggle with low customer satisfaction levels and high churn rates. To learn more about how customers view CSP services, we’ve tracked consumer satisfaction levels for the last three years, including our recent survey of 1,995 U.S. consumers of CSP services.


Our infographic reveals how consumer satisfaction levels and churn rates have changed in the last three years, which services consumers most want to access over digital channels and specific ways CSPs can boost satisfaction. 

For a more detailed analysis, read our whitepaper, "Quality of Experience in a Digital World: A CSP Action Plan for Millennials and Beyond" or visit our telecommunications practice for more insights. 

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Quality of Experience in a Digital World: A CSP Action Plan for Millennials and Beyond