TechSee Releases Consumer Study of Telecom Field Services During COVID-19 Pandemic
March 16, 2021 – TechSee, a global leader in Computer Vision AI-enabled visual assistance, has released the results of a UK consumer study of field service expectations during the COVID-19 pandemic. The study found that nearly three-quarters (73%) of UK consumers have required technical assistance during the pandemic. This is a substantial increase from a previous survey conducted in May, when 37 percent of consumers required technician assistance.
Consumers are uncomfortable with allowing technicians into their homes: Almost three-quarters (73%) would rather avoid engineer visits due to safety concerns unless it’s really necessary, almost half (44%) would allow an outdoor visit only, and almost 2 in five (38%) would avoid the visit in any case.
The vaccine rollout is expected to shape consumer expectations regarding technician visits and affect their brand loyalty: When it comes to providing on-site support in the future, 45% of respondents say they would prefer to know the technician was vaccinated, and 34% said they would allow the visit only if the technician was vaccinated. Almost half (49%) said they would give preference to a brand that encourages their technicians to be vaccinated, but it seems the vaccine may not be enough: 42% of consumers indicated that they would prefer to get remote support and avoid technician visits even after the pandemic
TechSee, which is currently partnered with Verizon, Vodafone, Sky, Virgin, Altice, Orange, and Liberty Global to bring remote visual assistance to tens of millions of customers, conducted the 921-person consumer poll to analyze customer preference to service during the COVID-19 pandemic.
The full study can be found here: https://techsee.me/resources/surveys/uk-edition-survey-customer-expectations-of-service-delivery-during-covid-19/