Troubleshooting Telecom – JD Power Study

I have been reading all over social media of all of the issues people are currently facing with their business phones since switching to remote offices. My wife has experienced a ton of issues with choppy audio or just plain sounding like a robot before I resolved it for her. It is time to make sure all companies small or large are aware of the potential issues their employees could face. If they know this, they can take preventative measures to ensure their employees are having the best experience.

If someone who isn’t familiar with how your network can effect your phone system, then this study is here to tell you that you are not alone, and there are ways to help improve that experience. Hint: Don’t call the provider yourself.

Here is a snip of key findings of the 2020 study from JD Power:

  • Majority of customers troubleshoot on their own: More than two-thirds (69%) of telecom customers attempt to resolve their own technical issues before resorting to scheduling a visit with an in-home service technician. However, those who attempt but fail to resolve their issues before having a technician visit are significantly less satisfied (a decline of 16 points on a 1,000-point satisfaction scale) than those who simply scheduled a technician visit without first trying to troubleshoot.
  • Phone rapidly waning as primary source of tech help: The most common means of seeking service is still the phone (75%), but that share is trending down, having dropped from 81% in 2018 and 79% in 2019. By contrast, the current percentages of customers turning to their provider’s website (33%), mobile app (14%) and social media (10%) have trended upwards over the same period. These trends are even more pronounced among younger customers.
  • Digital self-service tools drive higher satisfaction: While the phone is still the most commonly used channel for customers in need of technical help, it offers the least satisfying customer experience. Among communication channels, overall satisfaction with phone is 852, compared with provider website (unassisted) at 862; provider website (online chat) at 864; mobile app at 879; and social media at 881.
  • Being put on hold is death knell for phone-based scheduling: All told, 68% of service customers who called their provider to schedule in-home service were put on hold during the scheduling process. Among this group, average overall satisfaction is 751 vs. 837 among those who were not put on hold, a gap of 86 points.


As you can see from this study, customers are better off hoping their phone provider has good online resources or they will be stuck potentially dealing with a poor experience of calling into their call center. You then have to hope the person on the phone knows how to resolve their issue on the first try.

Sonoran Communications is here to help you avoid all of this. Not only will we deal with the providers directly so you don’t have to, thanks to our more than a decade of knowledge, we can avoid having to call the provider all together. If you are interested in learning on how Sonoran Communications can help better your IT experience, click here for a free consultation.

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