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Of: TT
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Photo: Janerik Henriksson / TT
Com Hem is the operator that receives the lowest rating in the SKI survey. Stock Photography.
After just over six months of working from home, and with digital rather than physical meetings, the Swedes are giving the go-ahead to their broadband providers. This is shown in the annual report of the Swedish Quality Index on the industry.
In the latest Swedish Quality Index (SKI) survey, the broadband industry as a whole received just over 63 points, a decrease of two percentage points from last year.
– We often say that the limit for when customers start to be really dissatisfied is 60 points, and that limit is starting to approach now after several years of rebounding. I would like to say that this is a clear signal to operators that they simply need to improve, says Johan Palmer, CEO of the Swedish Quality Index.
Increasingly important connection
The reasons for dissatisfaction are various. During the past six months, many have become more dependent on their connection for both work and socialization and thus have become more sensitive to disturbances.
There are also communication problems between customers and suppliers. A broken or misplaced router is rarely on the broadband provider’s table, but it still leaves customers dissatisfied.
– A customer thinks they are buying Internet access, while providers think they are responsible for the hole in the wall. There is a gap here and I think providers need to improve when it comes to informing and helping, says Johan Palmer.
Bottom button for common hem
Com Hem receives the lowest rating of all operators, whose customers give a score of 59, that is, below the limit of 60 that SKI considers a warning sign. The best performing company, Bahnhof, scores 72 points. The crucial difference is precisely customer service, according to Johan Palmer.
– In infrastructure industries like this, you have to solve it quickly, or be very useful, when something does not work. The industry has had challenges there for a long time. At the same time, we, as customers in this regard, have become more industrious in general: we complain faster. It is a clear trend in recent years that the threshold has become lower, says Johan Palmer.
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