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Thursday, 31 August 2017 12:03

NBN Co and positive customer experience: never the twain shall meet

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The NBN Co makes nice PowerPoint slides whenever it creates the corporate plans that it intends to use as a means of telling the world that all is well at headquarters.

Looking through the slides for the 2018-21 corporate plan, one cannot find too many things to criticise; after all, this is astrology at its best and any force of nature can throw the entire works out of gear.

But that is something we all accept: force majeure can change anything and everything and is accepted as an exception in all contracts.

nbn co

What can be said with certainty when it comes to the NBN Co's projections for this period is that one objective is definitely out of reach.

And that is "positive customer experience". Paid endorsements aside — the NBN Co ads show a husky male striding through the suburbs with a confident grin on his visage — it is easier, in words from holy writ, for a camel to go through the eye of a needle than to find a satisfied NBN user.

The words "positive customer experience" do reside in the corners of one of the blue PowerPoint slides that NBN Co chief executive Bill Morrow used to spin his plan on Thursday.

annoyed user

I have probably encountered 100 NBN users and only one has had something positive to say. This man is one of that fortunate bunch who received fibre-to-the-premises during the initial days of the rollout and he even confidently invested in a television set that supports 4K.

Of the rest, most do not want to talk about it. Either they've had a bad experience with spin from NBN Co, or hassles from the ISP they've chosen - or, in some cases, a company with whom they have been with for a while.

One does not have to belabour the point too much; every day, in every medium, one finds complaints about the NBN. You don't have to search far - the company and its incompetence has become everyone's favourite whipping boy.

No, Bill, you won't find too many NBN users singing the verses from Pharrell Williams' ditty Happy. They are more likely to resemble the picture embedded above.


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Sam Varghese

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Sam Varghese has been writing for iTWire since 2006, a year after the site came into existence. For nearly a decade thereafter, he wrote mostly about free and open source software, based on his own use of this genre of software. Since May 2016, he has been writing across many areas of technology. He has been a journalist for nearly 40 years in India (Indian Express and Deccan Herald), the UAE (Khaleej Times) and Australia (Daily Commercial News (now defunct) and The Age). His personal blog is titled Irregular Expression.

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