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Discover why some Network Operations Centres prioritize appearance over honesty, harming customer trust in the process
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In some Network Operations Centres (NOCs), teams operate under a familiar yet problematic mandate: avoid making the ISP or operator look bad at all costs. These "Pinocchio NOCs" avoid accountability, downplay errors, or mislead customers about the real source of network issues. Often, they resort to blaming upstream providers or vague “technical issues” to keep their own reputation untarnished. Unfortunately, these practices are damaging in the long run, hurting customer trust, loyalty, and, ultimately, the provider’s reputation.
An example is this mind boggling submarine cable incident:
Fortunately, solutions like SD-WAN encourage transparency, ensuring accurate performance metrics are visible to both customers and ISPs. Let’s explore why the Pinocchio approach is a recipe for long-term disaster and why transparency, backed by honest metrics, is the key to strong, sustainable customer relationships.
The Pinocchio NOC is a NOC focused more on optics than on accuracy. When an outage or issue occurs, the goal isn’t to be upfront about the cause but to cover it up, minimize it, or shift the blame. These NOCs operate with a "don’t let us look bad" attitude, aiming to sidestep any indication that internal missteps, equipment failures, or configuration errors might be responsible.
Instead, the Pinocchio NOC often finds an easy scapegoat: an “upstream” provider, vague technical jargon, or even the customer’s own equipment or settings. Over time, these evasions erode the relationship with customers, who begin to see patterns of vague excuses and lack of accountability.
It’s tempting for ISPs and operators to avoid admitting fault, but transparency builds trust, which is critical for long-term success. When customers experience network issues, they are typically more concerned with understanding the cause and receiving honest communication than hearing a “flawless” story.
Here’s why transparency matters:
Customer Trust and Loyalty
Transparency creates a foundation for trust. If a provider is open about issues, admits mistakes, and communicates honestly, customers will be more likely to forgive occasional setbacks. When customers feel valued and informed, they’ll have more patience and loyalty in the long run.
Proactive Problem Solving
A transparent NOC approach makes it easier to solve problems effectively. Instead of spending time crafting excuses or misdirecting customers, the NOC team can focus on diagnosing and addressing the issue at hand. By acknowledging and investigating errors, the team is better positioned to make improvements and prevent similar issues in the future.
Reduced Customer Support Burden
When a NOC blames upstream providers or sends vague, unhelpful updates, customers are more likely to contact support repeatedly to demand answers. Clear communication can reduce confusion and the support burden by providing accurate updates, reducing repeat inquiries, and enabling proactive solutions.
The Pinocchio approach may seem effective in the short term, but over time, it leads to strained customer relationships and damage to the ISP’s reputation. Here’s why:
The Pattern Becomes Obvious
Over time, customers notice when an ISP repeatedly deflects blame. The lack of accountability becomes evident, making customers doubt whether the provider is honest about any issues. Customers may eventually take their business elsewhere, seeking a provider with a more reliable and transparent approach.
Damage to Brand and Reputation
In today’s competitive market, a brand’s reputation is everything. With social media, online reviews, and word-of-mouth, frustrated customers can easily voice their concerns. A single Pinocchio NOC incident may go unnoticed, but repeated instances lead to poor reviews, negative reputation, and ultimately, lost business.
Lost Opportunities for Improvement
When ISPs avoid taking responsibility, they miss opportunities to identify and address recurring issues. This lack of introspection leads to ongoing technical weaknesses, leaving the network and the ISP vulnerable to preventable outages and issues.
SD-WAN solution addresses these pitfalls by creating a transparent environment that holds ISPs and operators accountable. SD-WAN provides advanced performance metrics and analytics provide visibility into network operations, making it impossible to obscure the reality of network performance. Here’s how SD-WAN promotes honesty:
Comprehensive Performance Metrics
SD-WAN provides real-time metrics, tracking factors like latency, packet loss, and jitter. This transparency prevents ISPs from hiding behind vague claims or blaming upstream providers, as the data provides clear insight into where and when performance issues occur.
Advanced Analytics
The solution may includes advanced analytics, enabling both ISPs and customers to view network performance history, identify trends, and pinpoint recurring issues. These analytics foster a proactive approach, where providers can anticipate and resolve issues before they escalate, eliminating the need for cover-ups.
Customer Visibility
SD-WAN makes performance data accessible to both ISPs and customers, ensuring that customers receive accurate information about their service. By providing transparent reporting, SD-WAN helps ISPs build trust and accountability with their clients, setting clear expectations about network performance.
Encouraging a Proactive NOC Culture
The transparency enables encourages NOC teams to shift from a reactive to a proactive approach. Rather than focusing on avoiding blame, teams can invest time in resolving issues effectively, resulting in a more efficient NOC culture and improved service quality.
The Pinocchio NOC may shield an ISP’s reputation for a short time, but it’s an unsustainable strategy. SD-WAN creates an environment where transparency and accountability are not only possible but necessary. In a world where customers expect clear communication and trustworthy service, the transparent approach wins every time.
A transparent, accountable ISP builds trust, improves customer loyalty, and enjoys a stronger reputation. By embracing transparency and leveraging SD-WAN, ISPs can pave the way for long-term success, ensuring that customers see them not as an adversary but as a partner committed to honest service and quality connectivity.