How can Netflix foster your Customer Experience?

Netflix’s success is undeniable, isn’t it? With more than 130 million subscribers worldwide reached by the second quarter of 2018, this streaming video platform has meant a change, not only in the way we currently watch TV, but also in the way we measure audiences and their habits. Every chapter you replay, every Netflix break or every series you add as a favorite are just some of the user data that the American company can analyze while watching its content. "We own the Netflix Customer Experience from the moment they sign up, for the whole time they are with us, across TV, phone and laptop”, explained Netflix Product VP, Todd Yelin, to the Guardian. It could be described as a data-driven company, and after years improving their algorithm, they can filter the most useful parameters to get to know their users, understand their demands and, thus, make billion-dollar decisions However, a good Customer Experience in Netflix is not just about good content, but also about the quality of the videos streamed, and that largely depends on the Quality of your Internet.

Netflix configuration page where users can set their Internet data usage preferences Source: Netflix

Therefore, of course, Netflix also measures the Quality of the Users’ Service and is able to set the quality of the video content. The platform even launched a speed-test service FAST.com, where any user can test the speed of their own Internet connection. Netflix wants its users to enjoy a good Internet connection: users final experience will be determined on whether they can properly watch a show or not. At this point, where customers have become the bullseye of businesses strategies, understanding and improving the Customer Experience has become one of the big assets of the digital economy.

Don’t forget to follow us on social networks and subscribe to MedUX newsletter!