fhios offers real expertise and insight which is invaluable in addressing usability as an issue, a thoroughly professional approach and a pleasure to work with.
Head of Online Services, Business Links for London
NTL provides a broad range of communication services to both business and consumer users including Telephone, Internet and i-TV offerings. Its vision centres around the supply of a complete package of data services to its customer's businesses and homes allowing telephone calls, broadband Internet and i-TV access simultaneously via a single connection. The company has already been successful in establishing a significant installed customer in the UK and continues to compete for increased market share.
NTL engaged fhios to undertake research that would address three main areas of its i-TV service and highlight differences between its own customers and those of its key competitors Sky & Telewest such as investigate the impact of Mini TV on the quality of customer experience, examine customer attitudes towards and usage of a variety of e-TV applications and identify service improvements that would have a positive impact on customer experience.
To address these issues fhios gathered feedback from a population of 750 i-TV subscribers, 250 customers from each of the i-TV providers, via in-depth telephone interviews.
The data gathered through fhios' research was employed at board level to allow informed decisions to be made on the inclusion and modification of important features and content offered via NTL's i-TV service.