Customer Service League Table from the 2018 Big Broadcast Survey

Josh Stinehour | October 12, 2018

This is the seventh in a series of posts reviewing excerpts of the 2018 Big Broadcast Survey (BBS) and the fifth such post about how the brands of technology suppliers were ranked by respondents to the 2018 BBS.

Previous articles about the 2018 BBS reviewed the most important technology trends, technology products being evaluated for purchase in 2018, the 2018 BBS Overall Brand Opinion League Table, the 2018 BBS Net Change of Overall Brand Opinion League Table , 2018 BBS ‘Vision of the Future’ Technology Supplier League Table, and the 2018 BBS Innovation Technology Supplier League Table.

This post examines the metric of Great Customer Service for media technology suppliers profiled in the 2018 Big Broadcast Survey.

As with prior posts on 2018 Big Broadcast Survey excerpts, I would like to remind the reader these posts are not the opinions of Devoncroft.  Rather, these posts are offering a summary of the global responses to Devoncroft’s annual Big Broadcast Survey (BBS), which makes every effort to gather the opinions of a representative sample of global media technology purchasers.

The ‘Great Customer Service’ findings in the 2018 BBS are shown below as an overall industry league table containing the 30 highest ranked suppliers for the metric ‘Great Customer Service.’ If you would like to understand the ‘Great Customer Service’ rankings at a more detailed level, please contact Devoncroft Partners.

An explanation of how these results were calculated can be found at the end of this article. Please note that both audio and video brands are included in these rankings, and that the table below shown brands in alphabetical order, NOT in the order in which they were ranked in the study.

As with earlier League Tables, there are again a wide range of companies included in the table.  Large brands such as Canon, Ericsson, and IBM are joined by smaller suppliers such as Net Insight, Tedial, and VSN.


How These Results Were Calculated

2018 BBS participants were asked to provide their perception of the Great Customer Service of a variety of relevant media technology supplier brands on a scale of 1-10 — with 10 being best in the market, and 1 being worst in the market.

This data was then aggregated and averaged in order to generate the global score for each brand based on these responses.


Please keep in mind when reviewing this information that the table is presented in alphabetical order, not in the order brands were ranked by respondents to the BBS.  Also, the charts in this posting measure the responses of all 2018 BBS respondents, regardless of their company type, company size, geographic location, job title and budget for broadcast technology products.

In order to get full value from this data, it is necessary to evaluate these results on a granular basis.  If you would like more information, please contact Devoncroft Partners.

Please also note that inclusion of any brand in the above table is dependent on inclusion in the 2018 BBS and available sample size.  The minimum sample size for inclusion in this charts is 30 respondents. Therefore it is possible that a highly regarded brand was excluded from these findings based on sample size.


The information in this article is based on select findings from the 2018 Big Broadcast Survey (BBS), a global study of broadcast industry trends, technology purchasing plans, and benchmarking of broadcast technology vendor brands. Several thousand broadcast professionals in 100+ countries took part in the 2018 BBS, making it the largest and most comprehensive market study ever conducted in the broadcast industry.



Related Content:

2018 BBS Overall Brand Opinion League Table

2018 BBS Net Change of Overall Brand Opinion League Table

2018 BBS ‘Vision of the Future’ League Table

2018 BBS Innovation Technology Supplier League Table


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