We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort. Our study also focused on benchmarking the media industry, providing an overview of satisfaction across TV/film subscriptions, mobile, broadband/internet and home telephone. When it comes to customer satisfaction the UK’s media services providers face a real challenge. More than half of media service consumers have contacted their provider within the past year; higher than other service providers and media consumers are far more affected by poor customer experience and having a service that didn’t meet their needs than other service providers. Download our infographic “Media in the modern age!” which provides an overview of findings across the media industry: • Breakdown of KPI metrics across media providers • Length of time with current providers • The role of switching and ditching – just how common is it? • Key reasons for cancelling accounts • Areas of poor customer experience that cause customers to cancel The Services Benchmarking Study has compared providers’ big and small, detailing in-depth information of how your company has performed against the competition. If you’d like to know more about our Services Benchmarking Study and find out how your business compares please call or email Craig Strudley +44 (0)1865 336 400 or craig.strudley@spafuturethinking.com

1. SPA Future Thinking conducted the Services Benchmarking Study in April 2014 with 3,500 consumers across finance, utilities,
media, insurance and emergency cover service sectors.
If you would like to find out how your business scored please contact a member of the services team.
E: info@spafuturethinking.com T: +44(0)1865 336 400
Data courtesy of SPA Future Thinking
www.spafuturethinking.com
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More than ¼ of media
customers who contacted
their provider in the past
year did so to resolve an
issue with the service;
considerably higher than for
other service providers
MEDIA
IN THE MODERN AGE
When it comes to customer
satisfaction the UK’s media services
providers face a real challenge
In a world where purse strings are tightly pulled and disposable income
remains a rare find, staying in is still the new going out. As such, many
media services are now viewed as necessities rather than a luxury; from
mobiles to broadband and pay TV.
While we are seemingly unwilling to live without our connected gadgets,
just how satisfied are we with the services these media giants provide?
All media TV/Film
subscriptions Mobile Broadband/
internet
Home
telephone
We’re most loyal to our TV/
film subscription providers,
with over two thirds claiming
never to have switched
Length of time with current provider
<2 years >10 years
41% 14%
40%
44% 14%
35% 27%
25%
45% have been
customers of the
same home telephone
provider for more
than 6 years
21% have switched
mobile phone
provider at least twice
60% have contacted
their TV/film
subscription provider
in the past year
60%
55%
53%
51%
Contacted provider
within the past year
Consumers who
have never switched
media supplier
68%
54%
50%
50%
Value for money is the
best indicator across
all service industries
tested of intention to
remain a customer
Online
11%
Writing
1%
Telephone
81%
Email
12%
Interestingly for these media services, 4
out of 5 contacts were made by telephone -
higher than any other service industry
1 in 10 TV/film
subscription
customers contacted
their provider to
cancel their service
Service didn’t
meet my needs
Financial
reasons
Poor customer
experience
27% 26% 24%
What causes media consumers to cancel?
Media consumers are far more affected by poor customer
experience and having a service that didn’t meet their
needs than other service providers.
Although the highest stated
reason, media consumers
are less likely to cancel for
financial reasons than across
other service providers; an
indication of pricing similarities
across media providers.
44% 40% 12%
Better deal
elsewhere
Too
expensive
Price rise
Poor customer service
Effort involved to get anything done
Billing issue £
37%
28%
19%
Percentage of customers who agree that the
company made dealing with them easy
77%
75%
74% 73%
Customer
Effort
0-10 rating of satisfaction
7.53
7.49
7.32 7.27
Overall
Satisfaction
0-10 rating of likelihood to recommend
+11
+7
-6 -5
Net
Promoter
Media providers were rated
across 3 widely used KPIs. As a
sector, they score well for NPS but
poorly for overall satisfaction and
customer effort compared to other
service industries.
Mobile phone providers fare best
across these 3 KPI’s
79% of TV/film subs
customers agree with
the statement:
“I intend to continue
being a customer of
this company”
¾ home phone
customers agree that
their current provider
offers value for money
79% of mobile phone
customers would
consider new offerings
from their current
service provider
As part of our service providers
study we’ve benchmarked the
top media providers. If you
want to know how your business
compares then give us a call,
we’d be delighted to share.
More than half of media
service consumers have
contacted their provider
within the past year; higher
than other service providers
1 in 5 have been
with their current
supplier for more
than 10 years
Almost half have
switched media
provider at least once
1 in 10 broadband/
internet customers
contacted their
provider to complain
about their service