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.