A new Xerox survey has found a growing number of consumers expect media services to be free by 2025.
Almost half (49%) of consumers believe such services will be free in the near future – regardless of whether they prefer traditional or digital media.
The report asked 6,000 media consumers in France, Germany, the Netherlands, the United Kingdom and the United States to reveal the status of media in their lives, finding that dependency the internet is not set to waver in the next decade. In fact, over two thirds (69%) of consumers predict that access to the Internet will become a basic human right in a decade’s time.
Today, 43% of consumers pay to access their favourite media outlets. Two thirds (66%) of these high value, paid subscription media consumers disagree that the quality media they have become accustomed to will be available for free in the coming 10 years.
“With smartphones and tablet devices becoming our constant companions, consumption of media services is exploding,” said Greg Schoenbaum, media industry leader at Xerox. “Whether online, TV, radio, or social media – these services are becoming central to our everyday lives.”
“As this survey shows, many of us are increasingly expecting these media outlets to be provided free, while at the same time demanding customer service via the channel of our choice, from brands that can show they understand us,” added Schoenbaum. “In order to provide this standard of service, brands should ensure they are providing the communication channels that suit their customer base best – whether that’s the call centre, email or digital self-help. The consumer may just have to pay them more for it.