In its second Experience Matters Index, Amdocs states that providers continue to raise the bar in terms of customer service.

 

According to the Index, service providers have been able to cater to the needs of customers as they change constantly. Amdocs (News - Alert) surveyed various users in the UK and US and most of them are happy with the services they are getting, states the company in its press release. These users included customers from various domains such as wireless, wireline, cable and satellite services in the United States and the United Kingdom.

 

If service providers feared that customers would reduce their spending due to the sluggish economy, here is an excuse to rejoice. The report states that most customers (66% in the U.S. and 73% in the U.K.) have no idea of cutting services-related costs. In fact, if the services available are good, a majority (67% of Americans and 59% of Brits) are willing spend up to five dollars or three pounds more per month.

 

“Service providers need to find ways to continue to improve the customer experience as a means to differentiate their brands, and increase revenue," said Michael Couture, head of Global Marketing at Amdocs. “Fine-tuning the customer experience, by further anticipating needs, evolving content options and personalizing services, will prove to be worthwhile investments in today's economy.”

 

Although reliability was the biggest factor in choosing service providers in the earlier days, customers are now looking at pricing and responsiveness to individual needs before choosing the provider. Content also scores high marks when it comes to deciding on the provider.

 

Amdocs released its first Experience Matters Index in February 2008 to serve as an initial benchmark for the impact of the customer experience on the communication, media and entertainment industry.

 

In another study from the company released recently, states that consumers have no plans to cut service-related costs. Another 67 percent would pay more for a better customer experience. The survey polled roughly 2,000 consumers of wireless, cable and satellite services in the United States and United Kingdom. Survey findings revealed more than just consumers’ intention concerning future spending.