Salesforce has released their 2022 Trends in Communications Report — featuring key data and insights gathered from a survey of 500 industry experts and 6,000 consumers worldwide.
The report reveals new customer expectations and industry insights against a backdrop of industry changes, with standout findings including:
- Half of customers (50%) believe they get the best service when they threaten to switch to a different provider
- 51% of customers reported they prefer to do business online, with 64% reporting having used their provider’s website over the last month
- Most customers don’t recognise the benefits of 5G in providing more reliable internet for underserved communities (53%), immersive entertainment (72%), internet of things (IoT) capabilities (72%), or real-time control of remote devices (74%).
You can find the full report here if you’re interested in more data points from the study. It’s pretty timely given the recent Rogers outage and the fallout from that, along with the fact that Canadians pay way too much for their telco services.