The Battle for Trustpilot

I had a really enjoyable and enlightening day recently, accompanying Bob Gallienne to the INCA Supplier and Innovation Conference at Abloy’s HQ in Wolverhampton.

While I had high hopes (all realised) for making some good new contacts in the world of fibre, I was pleasantly surprised to see third party damages and the resulting outages take such a significant role in the agenda.

However, with hundreds of thousands of kilometres of fibre in the UK laid, but not yet live, it was interesting to learn that damages to these networks are often only discovered when the asset is activated. Hardly surprising, of course, but not something I’d considered until this point.

With increasing numbers of fibre customers coming online, there is a corresponding increase in live connections which has brought, in turn, an uplift in known damages. With that, of course, comes an unwelcome upturn in the numbers of unhappy customers. Not the first impression that any new fibre provider wishes to make.

So, connectivity is key. Operational issues cause customers to leave and switch their fibre providers. And, in a highly competitive marketplace, consistent service is a key differentiator.

Really good personal customer service and a cracking connection are vital components if emergent AltNets are to persuade prospective punters away from the Big Two and onto their own networks – and keep them there...

To read more on this blog, written by Fionn Wardrop , please head over to The Battle For Trustpilot - LinesearchbeforeUdig.