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Research

➢ When trying to address technical issues during the pandemic, 45% of customers across the US and UK were able to fix their own issues. Of those who failed, 80% contacted customer support while 20% just stopped trying.

➢ Almost 3 out of 4 respondents were willing to spend 30 minutes or less to fix their issues. 17% spent up to an hour trying to fix issues, while 3% spent up to three hours.

➢ 17% of successful resolutions were attributable to boradband provider self-service support tools. (Source: Sweepr Home Broadband Support Experience Report)

Quotable

“Broadband has, typically, been the conversation around supply, right, and it’s been the conversation around the edges, but on the margin, not in the middle of conversations like education or energy or healthcare. But, I really think during this pandemic that we changed the equation… the bottom line is we should have been ready for this. We were designed for a moment like this, and we miserably failed when it came to ensuring connectivity for all, particularly, our most vulnerable students that were in desperate need of having a tablet alongside a textbook, versus not having anything, you know, at all.” – Brookings director of technology innovation Nicol Turner Lee on FCC commish Jessica Rosenworcel’s podcast

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