A new Xerox ‘State of Customer Service in 2015’ survey reveals that almost half (49%) of consumers believe that they will not have to pay for their media services by 2025 – regardless if they prefer traditional media (48%) such as film, TV, music, radio and news and or new digital media (47%), such as social.
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.
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 on the channel through which most of today’s media is consumed, 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.
“With smartphones and tablet devices becoming our constant companions, consumption of media services is exploding,” comments Greg Schoenbaum, Media Industry Leader at Xerox. “Whether online, TV, radio, or social media – these services are becoming central to our everyday lives.”