As typically is the case, service providers, including leading telcos and cable companies, did not fair that well, showing the middle to bottom of various metrics ranging from customer service to integrity. For whatever reason, and many will have clear opinions about those reasons, service providers tend never to rank too well in such reputation surveys. In fact, service providers often are lucky simply to avoid appearing in the bottom of the rankings.
Some of us who have followed these things for a couple of decades can only note the pattern. Some industries just seem to be perceived more favorably than others, and it never seems entirely clear how much rests entirely within a firm's control. Airlines likewise rarely are likely to be ranked well.
Technology companies tend as a group to fare better, for example. In general, firms that are perceived to be so reliable that they are virtually invisible tend to score better, as well as firms that provide "delight" or "enrichment." One might infer that, for whatever reason, service providers are not consistently viewed as invisibly reliable, or providing clear life enrichment.
One can only speculate, but perhaps the difference, at some level, is that many consumer packaged goods or technology products are paid for only once. By definition, a service requires a recurring payment. How much that affects thinking is hard to say.
But one way of looking at matters is that a consumer gets reminded every 30 days of the cost of a service. Irritants are more irritating when a new payment has to be made repeatedly.
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