Operators must invest in home wi-fi as 70% of consumers suffer problems

Leading TMT research and consulting business, Ovum has released Developing business strategies for a smart Wi-Fi gateway an in-depth strategy report featuring case studies from key operators and tech vendors.

The report states for that for operators to maximize the broadband customer experience, drive operational efficiencies, and open new revenue opportunities in the home, investment in the home Wi-Fi gateway is a must. For many years, the broadband router was seen purely as a cost burden by operators, but this report shows there is now a clear business model or operators to invest in more advanced solutions, providing greater value to their customers as well as helping to drive their consumer broadband business.

Michael Philpott, Senior Practice Leader of Ovum’s Consumer Services team and author of the report states “According to the operators we have spoken to 20-50% of all customer service calls can now be attributed to home Wi-Fi. Without adequate remote diagnostics capabilities, these issues are hard and time consuming to resolve as technical support teams are virtually ‘flying blind’.

“This can result increased opex and capex costs. However, this is not just about saving costs, there is clear customer benefits from having more advanced Wi-Fi solutions in the home, and this leads to increasing net promoter scores (NPS) and maintains the operators position in the home, which is essential for future revenue growth”  

Broadband Related Issues that Customers are Facing
70% of broadband customers currently experience Wi-Fi related issues, 20% on a regular basis
Source, Ovum, n = 1000

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