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The Do-It-Yourself Hero

Digitally immersed, masters of self-help who try to avoid personal interaction.

telecomm Question

1 of 5

Topic : On-Device Help App

What is the growth rate for on-device self help from 2015 to 2017? 

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1 of 5

Topic : On-Device Help App

correct: 80%

The on-device help app has grown a tremendous 80% from our 2015 study, fueling a growth rate of more than 50% for digital channels overall.

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1 of 5

Topic : On-Device Help App

INcorrect: 42%

On-device help app usage has grown more than 80% from our 2015 study. Digital channel usage has grown 50% overall in the same time period.

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2 of 5

Topic : Brand Website Self Help vs. On-Device Help

When setting up a their communication service, which channel does the DIY Hero prefer?

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2 of 5

Topic : Brand Website Self Help vs. On-Device Help

correct: website self help

16.1% of DIY Heroes use the brand's website self help to set up their service - three times more than those using on-device help.

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2 of 5

Topic : Brand Website Self Help vs. On-Device Help

INcorrect: On-device help app

Surprisingly, only 4.9% of DIY Heroes utilize on-device help to set up their communication service. 16.1% of this group use the website's self help feature for this task.

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3 of 5

Topic : Brand Website Self Help

When is the DIY Hero least likely to use the brand website self help feature?

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3 of 5

Topic : Brand Website Self Help

correct: to make a COMPLAINT

DIY Heroes are rarely using self help to make their complaints with only 8.9% choosing to do so. 20.8% use self-help to make a payment, the most common way DIY Heroes use self help.

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3 of 5

Topic : Brand Website Self Help

INcorrect: to make a payment

20.8% of DIY Heroes prefer to use website self help to make a payment, the most preferred task for this channel. DIY heroes rarely use self help to make complaints, with just 8.9% leveraging the channel to do so.

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4 of 5

Topic : Virtual Assistants

What percentage of DIY Heroes use virtual assistants to compare communications services? 

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4 of 5

Topic : Virtual Assistants

correct: 2.1%

The virtual assistant hasn't taken off yet for communication brands - only 2.1% choose the channel to compare their communications services. For DIY heroes, the website's self help feature is the most used channel for comparison shopping.

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4 of 5

Topic : Virtual Assistants

INcorrect: 7.2%

Use of virtual assistants to engage with communication brands has actually dropped since our 2015 study - only 2.1% are now using the channel to compare their communication services.

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5 of 5

Topic : Web Self Help vs Social Media

What channel do DIY heroes prefer to cancel their communication contracts? 

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5 of 5

Topic : Brand Website Self Help

correct: website self help

The website self help tool is the most preferred way for DIY heroes to cancel their communication services. 12.1% leverage self help compared to 1.9% using social media.

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what would you like to do next?

5 of 5

Topic : Brand Website Self Help

INcorrect: social media

Social media is rarely used to cancel communications services. 12.1% of DIY Heroes leverage self-help for cancellations compared to 1.9% using social media.

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