A 2005 survey among U.S. broadband subscribers indicates that desire for triple play services from one service provider is likely to increase competition between cable providers and telecommunications companies. The U.S.-based survey¹ was conducted by independent market research firm InsightExpress, on behalf of SupportSoft Inc., a leading provider of Real-Time Service Management (RTSM^TM) software. Cable broadband and DSL subscribers were interviewed about the customer service they receive from their current service provider, and their desire for combined voice, video and high-speed data services from a single provider.

82% of broadband users surveyed expressed interest in receiving triple play services from one provider. Of those interested in receiving all three services from one provider, the reason most often cited was that it would be "more convenient overall" followed by "one bill to pay for all three services," indicating that convenience is a key factor in switching providers to receive combined voice, video and high-speed data services.

When asked about whether they felt customer service would change if they received triple play services from one provider, 37% thought it would "improve" or "improve significantly," while 17.5% thought it would get worse. Yet, despite expectations for improved customer service with triple play delivery from a single service provider, both cable and DSL high-speed data customers expect problems when installing VoIP or IPTV. A full 68% of cable broadband customers anticipate some sort of issue when installing VoIP, while 60% of DSL subscribers expect to encounter problems during IPTV installation.

Further, more than two-thirds of broadband users are unsure or wrong about how VoIP and IPTV services will be installed. These results suggest that service providers should consider customer service as a competitive advantage to attract and retain new customers by ensuring problem-free installation and ongoing, reliable service.

"The survey findings indicate that there is an opportunity for both DSL and cable providers to gain competitive advantage by meeting or exceeding customer expectations for triple play service and convenience, starting at the point of installation," said Chris Grejtak, senior vice president of products and marketing for SupportSoft. "More than just a competitive advantage, customer service is a critical requirement in combined IP-based voice, video and high-speed data delivery."

SupportSoft solutions are designed for service providers to automate triple play service installation and ongoing customer support, helping them enhance customer satisfaction while lowering operational costs. Whether for VoIP, digital video or high-speed data, SupportSoft software products give service providers tools to more quickly pinpoint and resolve problems, simplify customer service, effectively scale service delivery for triple play requirements, reduce overall customer service expense and leverage a common, automated problem resolution software platform for customers, field technicians and customer service representatives alike.


(1) The survey was conducted by InsightExpress, an independent online market research firm, and completed in January 2005. The sample included 200 DSL and cable subscribers from the United States. The survey results are projectable across the population of DSL subscribers in the U.S. and indicate a margin of error of +/-6.78% at a 95% confidence level.