Wi-Fi quality gaps cut broadband NPS by 50 points
Research from Parks Associates and TechSee indicates that issues with Wi-Fi quality lead to a 50-point drop in Net Promoter Score (NPS) among broadband customers. This problem puts 43% of at-risk broadband households on the verge of canceling their service. The study highlights the critical link between home network performance and customer satisfaction in streaming video consumption.
Key Takeaways
- Parks Associates and TechSee found a 50-point NPS swing tied to Wi-Fi quality gaps.
- 43% of at-risk broadband households are described as being on the brink of churn.
- The research links home network performance directly to streaming video consumption satisfaction.
Why It Matters
For broadband and streaming providers, the immediate issue is customer retention: weak Wi-Fi quality is tied to a 50-point NPS drop, and 43% of at-risk households are close to canceling service. The broader signal is that home-network performance is now part of the streaming experience, not just an access-layer issue, which raises the stakes for support and troubleshooting. The next data point to watch is how Parks Associates and TechSee quantify the specific Wi-Fi problems driving that churn risk.
Read full article at parksassociates.com
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