The Pay TV industry continues to reach a wider market, thanks to increased digital services and the soaring amount of Internet channels and subscription channels. These days, Pay TV is a sector that is comprised of millions from all over the world, most notably in the Asia-Pacific region, United States, and Europe. It has been forecasted that pay tv subscribers are to reach 1.1 billion in 2020¹. This staggering number presents both opportunities and challenges for the industry, as we reach a digital age where television can be accessed anytime, anywhere.
The Teleperformance Customer Experience Lab (CX Lab) has been our source for important insights and useful research, providing Teleperformance with hard data that analyzes and measures customers’ perception on brands and customer service. In addition, the CX Lab also conducts research on different sectors, and presents its findings through the annual Global CX Survey.
In 2017, the CX Lab’s study on the Pay TV sector included 10,176 respondents from 13 countries. In terms of satisfaction, the respondents revealed how the Pay TV sector needs more improvement, with the sector achieving an overall satisfaction score of 7.9 percent. The sector also received low percentages among countries whose customers are willing to recommend Pay TV providers: USA at 30 percent, Mexico at 24 percent, and Germany at 18 percent. On the other hand, Colombia, Australia, and the Netherlands are the three countries who received the lowest satisfaction scores, with their customers unwilling to recommend providers. The CX Lab recommends providers in the Pay TV industry to increase the range of their products and services, improve on the service’s signal, and indicate the type of products and services included in the fees if they want to retain their customers’ brand loyalty.
For over four decades, Teleperformance has been working with clients in the Pay TV industry to help them increase their customers’ brand loyalty through omnichannel solutions that truly work. Get in touch with us today to learn more.