As home internet became central to everyday life, Rogers saw increasing customer support volumes, repeat calls, and declining customer satisfaction related to internet performance. Technical support teams were also seeing a growing number of unnecessary technician visits, increasing operational costs while reinforcing customer perceptions that they were not receiving the level of service they expected for the price they were paying. The opportunity was to better understand the factors influencing customers’ internet experience and improve both the customer experience and operational efficiency.

Our work began by examining customer support data, repeat call patterns, technician feedback, and customer satisfaction results to understand where expectations diverged from reality. One of the most significant discoveries was that customers’ expectations had been shaped by product marketing, while their actual experience was influenced by many factors inside the home, including Wi-Fi coverage, device capabilities, interference, and how bandwidth was shared between multiple users and devices.

The resulting experience shifted the conversation from internet speed alone to helping customers better understand and manage their home network. By making network performance and bandwidth usage more transparent, the project aimed to reduce customer frustration, improve self-service, and decrease unnecessary support calls and technician visits, while helping customers get greater value from the services they already had.