Home Broadband Support Experience Survey

Jonathan Downey

Head of Marketing

July 1, 2020


What you will learn?

  • Discover the in-home technical issues consumers wrestled with most.
  • See how many consumers started with a self-service approach.
  • Get a snapshot of current success rates with self-service support.
  • Learn how long consumers were willing to spend fixing problems.
  • Find out where to target self-service improvements for the biggest impact.

About the survey

The COVID-19 pandemic created a surge in home network usage and issues, disrupting contact-center operations for broadband service providers. The associated stay-at-home orders both accelerated the adoption of and increased our reliance on technology. This report reveals how consumers have managed with their recent tech support issues in the home, with an emphasis on customer self-service.

Home Broadband Support Experience survey took place in May 2020, with replies from more than 600 UK and US consumers. The issues covered occurred between mid-March to mid-May, at the height of the Covid-19 lockdown.

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