Objective and Scope:

The client, a consulting firm, was working with one of the largest internet service providers in India to assess the user experience of retail or home broadband service to understand consumer preferences. The client sought Benori’s support to:

• Comprehend the decision-making process and the rationale behind choosing a particular broadband service provider
• Understand the challenges and pain points experienced by customers
• Gauge potential areas for improvement

Approach:

We conducted primary research comprising online surveys followed by shortlisted interviews with home or retail consumers of broadband services in the metro cities of India. This helped us understand problem areas and improve the overall internet experience. We analyzed the data to gain insights into needs gaps and brand recognition as well.

Impact:

The research helped the client in:

• Gaining awareness about the providers and the initial mode of reaching out to the providers
• Understanding experience with the sales executives
• Identifying the top reasons for users switching between providers
• Understanding preferred payment platforms and their associated challenges