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Survey Indicates Most Consumers Seek Better User Experience for Internet Services
Lack of awareness and poor usability cited as key barriers to adopting Internet services from ISPs
MONTREAL, CANADA and WASHINGTON DC � July 23, 2007 � Survey results released today from Radialpoint indicate that most Internet subscribers would favor a single consistent user experience for all Internet services that would guide them through the process of discovering, acquiring, and using new services from their ISP. Over 70 percent of Internet subscribers surveyed said they would be inclined to use a centralized desktop management tool for all their Internet services, and a further 68 percent would be more likely to consider their ISP first when looking to purchase or add new services if such a tool were made available. The online survey, conducted for Radialpoint by Itracks, polled 1000 Internet subscribers in North America.
According to the survey, lack of awareness of ISP-provided services is a key barrier to service adoption for Internet subscribers. Nearly half of subscribers polled were unaware of online security services provided by their ISP, almost 70 percent did not know if their ISP provided music or gaming services, and nearly one third did not know if their ISP provided any services beside Internet access and email.
When respondents were asked which services they would purchase if their ISP could add them to their monthly bill at a competitive price, and take care of the installation and all updates over the Internet for them, respondents indicated the following:
- 41 percent would purchase Security services (anti-virus, anti-spyware, firewall )
- 30 percent would purchase online Music and Gaming services
- 29 percent would purchase ID Theft and Fraud Insurance
- 22 percent would purchase Video-on-Demand services
- 20 percent would purchase Online Backup services or Internet Phone services
Nearly half of respondents indicated that they would be more likely to stay with their ISP if their ISP provided a better user experience to discover, acquire, and use these services on an ongoing basis.
The survey also found that while consumers are interested in a multitude of online services, they still have issues purchasing these from sources other than their ISP. Over 40 percent cited concerns about the trustworthiness of online sources for the purchase of software or services, 36 percent were uncomfortable with providing credit card information online, over 30 percent disliked constant update reminders, and nearly 20 percent found it difficult to recall the status of software or services already purchased. Remembering a multitude of passwords and issues with software/service cross-compatibility were also cited as concerns for online users.
�For ISPs, an integrated and optimal end-user experience is clearly essential to delivering successful Internet services programs,� said Hamnett Hill, CEO of Radialpoint. �To offset decreasing Internet access revenues and to increase average-revenue-per-user (ARPU), ISPs need to offer the value-added services (VAS) that consumers want. This survey clearly underscores that consumers would prefer to purchase VAS from their ISP if they have an understanding of available services, a more efficient subscription and ordering process, a simpler setup and activation process, and a single application to view and manage all Internet or ISP-related tasks.�
Radialpoint, the leading provider of managed Internet services to the world�s largest ISPs, will be introducing its VAS Management Platform� (VMP�) at the CTAM Summit 07 in Washington DC, July 23rd.
Radialpoint�s VMP� is a flexible scalable environment for managing the delivery of Internet VAS, orchestrating subscriber interaction, and analyzing the effectiveness of all VAS programs. The VMP� includes:
- VAS Desktop Container: Provides subscribers with a single point of control across all selected services to guide them through the processes of discovering, acquiring, and using new services from their ISP.
- VAS Messaging: Empowers ISPs to deliver rich messages to targeted subscriber PCs.
- VAS Fulfillment: Simplifies and automates the process of subscribing for and activating services, minimizing breakage points and increasing service usage.
- VAS Intelligence: Captures and analyzes detailed VAS business intelligence to provide ISPs actionable metrics on the in-market performance.
For more information on the VAS Management Platform�, contact: VMP@radialpoint.com
For more information on the CTAM Summit, visit: http://www.ctam.com/conferences/summit/.
About Radialpoint
Radialpoint is a leading provider of managed Internet services solutions for broadband providers. Its Value Added Services (VAS) are currently available to over 20 million broadband subscribers worldwide. Radialpoint's Services and Managed VAS Platform enable large and mid-size providers to generate new revenue and significantly lower operational costs associated with supporting and bringing new Internet services to market. Its customers include Bell Aliant, Bell, TELUS and Videotron in Canada; Adelphia, BellSouth and Verizon (News - Alert) in the US; and, ONO, and Virgin Media in Europe. Radialpoint is headquartered in Montreal, Canada, with offices in Europe.
For more information, visit http://www.radialpoint.com/.
Media Contact:
Cathy Stojak
Media Relations
cathy.stojak@radialpoint.com
Tel: +1-514-286-2636 x2806
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