This is the fifth of a series of articles that discuss select findings from Devoncroft’s 2024 Big Broadcast Survey (BBS), the largest annual global study of media technology industry trends, technology purchasing plans, and benchmarking of technology vendor brands.
Previous articles about the 2024 BBS reviewed the most important technology trends, the year-over-year change in most technology trends, the 2024 BBS Overall Brand Opinion League Table , and the 2024 BBS Net Change of Overall Opinion League Table .
Following on the post devoted to technology supplier opinion rankings, this post reviews one of the drivers of end-user opinion, Great Customer Service.
The BBS has gauged the relative excellence of media technology vendors in this area for over a decade-and-a-half by asking end-users to rank vendors on ‘great customer service.’ With end-users increasingly pushed to purchase technology on an operating expenditure basis, we are seeing customer service elevate as a criterion in technology purchase decisions.
The ‘Great Customer Service’ findings in the 2024 BBS are shown below as an overall industry league table containing the 30 highest ranked suppliers (globally) for the metric ‘Great Customer Service.’
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 shows brands in alphabetical order, NOT in the order in which they were ranked in the study.
Please note only technology purchasers and end-users responses where included in the ‘Great Customer Service’ scores, as opposed to other technology suppliers or industry observers. Also, the inclusion of any brand in the tables in this article is dependent on the available sample size. It is possible that a highly regarded brand was excluded from these findings based on sample size.
There are a wide variety of companies on this list. It includes some of the largest brands in the industry such as Canon, Panasonic, and Sony along with comparatively smaller enterprises like TVU Networks and Zero Density. It’s also interesting to note slightly fewer than half the brands have a heritage in audio.
How These Results Were Calculated
2024 BBS participants were asked to provide their perception of the ‘Great Customer Service’ of media technology vendor 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 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 table in this posting measures the responses of all 2024 BBS respondents, regardless of their company type, company size, geographic location, job title and budget for broadcast technology products.
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.
The information in this article is based on select findings from the 2024 Big Broadcast Survey, a global study of media industry trends, technology purchasing plans, and benchmarking of media technology vendor brands. Several thousand media professionals in 100+ countries took part in the 2024 BBS, making it the largest and most comprehensive market study ever conducted in the media industry.
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