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Industry Research : Text Messaging Preferred Method of Communication with Service Providers
NuTEQ Solutions commissioned and released the findings of a recent Infosurv Research survey showing that text messaging has become a preferred method for customers of all ages and backgrounds to communicate with service providers.
Nearly 60 percent of U.S. consumers who text find the idea of receiving and sending text messages to their broadband and utility service providers very or somewhat appealing. Customers expressed significant interest over the ease-of-use and rapid access to account information, while indicating they would call their provider less often – relieving call centers of heavy call volumes around billing and outage periods.
"Consumers love their mobile phones and the appeal of texting a service provider spanned all age, geographic, and demographic boundaries. Broadband and telecom carriers are consistently listed in the bottom tier for customer satisfaction. Text messaging provides a real opportunity to quickly deliver important customer information when it is needed, with the added benefit of reducing costs for the service provider," said Mike Roddy, Chief Operating Officer of NuTEQ Solutions. "As one respondent told us, ‘Getting a response is faster now. I don't have to log into their site, Private Message them from Facebook, or wait for online chat. This saves me a lot of time. I can do this while on the go too.’"
"These survey results illustrate how consumers prefer immediate access to information, especially when they control permission and the number of messages they will receive. Service providers should take advantage of this key communications trend," said Carl Fusco, Managing Director of Infosurv, Inc.
Additional key findings from the online survey of 1200 U.S. adults showed:
- Overall, 65 percent of respondents said they would opt in to the service. While urban respondents were most likely to opt-in (69 percent), even 63 percent of rural respondents said they would opt-in.While younger respondents were most likely to opt in to the service, even older respondents were interested, with 56 percent of respondents aged 55 to 64 being likely to opt-in and 58 percent of respondents aged 65 and over being likely to opt-in.
- Those customers who have recently contacted their provider are most likely to opt in to the text messaging service. In fact, 65 percent of consumers say this service would reduce the number of calls they make to their provider’s call center.
- Text messaging preference is not limited to the youth - over half of customers over 45 are likely to opt-in.
- Consumers’ favorite message types to receive from providers are those that notify them about outages, service appointments, and payment confirmations. 40 percent of consumers would like to receive promotional text messages, albeit sparingly.
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Published: Wednesday, April 1, 2015