COS Service Zones is built to streamline the process of getting a fiber network started and managing the buildout communications. The first step is often a broadband survey, building a comprehensive map of the existing providers, available speeds and the need for better broadband in the community. In the latest release of COS Service Zones, we’ve launched several improvements for the survey portion of the platform.
While there is flexibility to modify and add to the built-in survey questions in COS Service Zones, the standard questions are geared towards asking the most crucial and concise questions. Yet, as with all surveys some people never finish them. The reason might not have anything to do with the survey length, they may have gotten distracted for some reasons or another. In our latest survey release, we split the survey into different steps which will capture survey data throughout. After the customer has searched for their address, next would be their email address, then thereafter we take them through the survey step by step while continuously saving data. This will enable you to later analyze at which step the survey taker drops off. Perhaps it was at the point where proposed services and prices were shown? Can it be an indication that the assortment is not what customers were looking for? Or that the prices are too high?
The other benefit of partially saving the data and requesting the email address early is the follow-up automation we’ve been able to build. COS Service Zones has a template-based email engine built into the platform, it can be used to automate personalized follow-up emails. For the customer that did not complete the survey but did share their email address, the system can now automatically send out an email to that person asking them to complete the incomplete survey, and again emphasize the importance of the data to move forward with the broadband plans. The email will include the link which will take them exactly to the step in the survey where they dropped off previously, they can just complete the last steps instead of starting over. If the person still doesn’t take the survey, another email with a slightly different message will go out after a few additional days. Everything to maximize the number of completed surveys. These emails are also an excellent way to try to figure out why those reluctant to finish the survey feel that way. By simply asking why, they could reply to the system generated email and let you know what issue they had.
Another important set of data collected in the COS Service Zones survey phase is the customer’s current internet speed, by asking them to initiate a speed test. To ensure that the data is as accurate as possible, the survey will first confirm if they are using the connection that they would replace with a new fiber connection. If the answer is NO, then the speed test will not show up at the end of the survey, as that would corrupt the data. Often those who are not using their home connection are at some public place like the library or at work, where they typically have faster speeds than their home service. We’ve also added automation to maximize the number and the accuracy of the speed test results received. For those who took the survey and never completed the speed test from their home connection, an automated reminder email will be sent out. And those who indicated that they were not using their home connection and later never completed a speed test, another email will be sent explaining that once they are using the connection that they would be interested in replacing, they can follow the link in the email that will take them to their mypages, where they can start the speed test. The result of the speed test will automatically be mapped to their submitted survey. This process will also fetch the IP address, which determines the current home connection provider, thus a map of the competitive landscape can be understood.
These are just some of the new features that are now live with the latest system upgrade. Don’t hesitate to reach out to us if you would like a walkthrough of everything COS Service Zones helps you with in the initial phases of your fiber project and throughout the buildout or expansion!