Multi-system operators (MSOs) outperform OTT players like Netflix for customer service, content and video quality, according to a new Amdocs survey of North American consumers.
The software and services provider for the communications, media and entertainment industry found that 92% of respondents said MSOs were better for customer service, 89% for content and 83% for video quality.
Amdocs, which used IE Market Research to poll some 750 North American consumers who use pay TV and/or OTT services, said that most complaints about OTT players’ performance centred around content (39%) and customer service (22%)
The survey added that customers were prepared to pay up to 10% more for “outstanding experience” in the areas of content (62%), multi-screen provisioning (44%) and user interface (30%).
“The survey shows that in this challenging time for the pay TV market, including competition from OTT players leading to cord cutting and cord shaving and the need to deliver a next-generation TV experience, MSOs have some clear strengths that can be leveraged both in terms of customer experience and the actual viewing experience,” said Nizar Assanie, vice president of IE Market Research.
“By understanding customer preferences for every aspect of the customer experience ‒ from selling and billing to support and consumption – MSOs can leverage their strengths and emerging services to retain their customers and drive growth. People are looking towards their MSOs to be the single source of their video and entertainment consumption.”
Of those polled, 50% said would like to pay only for the channels or content they watch, compared to 31% who wanted a one-size-fits-all package. Some 19% wanted a basic package plus only the channels and content they watch.
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