Is Telecoms Customer Experience Fit for Purpose in the Time of Covid-19?

Connectivity is an important part of nearly everyone’s lives. According to the Office for National Statistics, 93 percent of the UK’s 27.8 million households had access to the internet in 2019, and we are living more of our lives online – from banking and accessing government services, to entertainment and socialising. This has become even more pronounced since the UK went into lockdown in March 2020 due to the Covid-19 pandemic. Now a broadband connection is the only way for many of us to socialise, check on our loved ones, work and learn. 

Quadient wanted to explore how consumers view the customer service they are receiving from their providers, and just how important these new connections – both fixed and mobile broadband – are. Do consumers feel that the industry in 2020 has the right priorities? Are they likely to switch to a provider that is able to better meet their needs? What do they demand from their service providers? How much have they come to rely on connectivity during lockdown? And how important do they really see broadband as, compared to services such as electricity, gas or banking? 

To understand this, Quadient commissioned a survey of 2,000 adults across the UK. The study, performed by Opinium research, took place in June 2020.