Student Housing Business

JAN-FEB 2017

Student Housing Business is the voice of the student housing industry.

Issue link: https://studenthousingbusiness.epubxp.com/i/783396

Contents of this Issue

Navigation

Page 70 of 80

CONNECTIVITY January/February 2017 StudentHousingBusiness.com 70 Community Connectivity A great connection is about more than bandwidth. By Bruce Sanders and Robert Grosz O Owners and developers who make decisions about the connectivity infrastructure and service for a community should care more about the results and outputs of their network than the inputs that make it up. When the subject of internet connectivity and telecom service arises in the student housing world, most discussion seems to center around bandwidth. That could logically lead to a belief that communities with the most bandwidth are providing the best service to owners and their residents. Yet that logic overlooks what owners and residents say they value most: • Ongoing value • Revenue opportunities • Memorable experiences • Fast and dependable fulfillment • Real-time data • Personalized service Customers Tell the Story How do we know this? Because it's exactly what owners and resi- dents tell those who objectively measure the subject. Temkin Ratings evaluate industries based on feedback collected from consumers, with a goal of amplifying the consumer voice. Temkin is the leading aggrega- tor of customer ratings and surveys in the U.S. and Europe. The 2016 Temkin Experience Ratings ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Internet and TV service providers (represented by the major cable companies) receive the lowest overall customer experience scores. Temkin's Net Promoter Scores for loyalty also place them at the abso- lute bottom, even below healthcare. These providers have been at the bottom of the ratings for the past four years, hitting an all-time low in 2016. One would think that internet service providers best positioned to provide high bandwidth would score well. But again, logic fails. The poster child for poor customer experience across all industries is not only the lowest-scoring internet and TV service provider, but also one of the lowest-scoring companies in the entire report — ranking 284th of 294 companies measured. No company in telecom receives anything above a "poor" rating. "Internet and TV service providers are awful to consumers. The lack of competition continues to fuel this bad experience epidemic," states Bruce Temkin, managing partner of Temkin Group. The Temkin benchmarks are not alone. The American Customer Satisfaction Index (ACSI) for 2016 finds internet service providers to be the lowest among all 43 industries covered, despite increasing customer reliance on connectivity. Insights gleaned from these and other surveys make one thing crystal clear: residents require much more than high-speed internet. Critical elements of the customer experience include: • Reliability from interruptions/outages • Peak-hour performance • Video streaming • Service provider courtesy and helpfulness • Service provider transaction speed ROBERT GROSZ Chief Revenue Officer, Elauwit BRUCE SANDERS Chief Marketing Officer, Elauwit Coming in May/June... Ranking of TOP LENDERS in Student Housing STUDENT HOUSING BUSINESS ® To participate, please contact: Randall Shearin, Editor, Student Housing Business randy@francemediainc.com First Annual

Articles in this issue

Links on this page

Archives of this issue

view archives of Student Housing Business - JAN-FEB 2017