OPERATORS believe the Internet and digital TV will become a major form of distribution within five years.
The study revealed 88% believe the Internet will be used by customers by 2003 and 76% believe digital TV will become a major force.
Only 4% said the Internet will never take off while 6% remain convinced digital TV will flop.
The survey generally revealed operators to be more aware of new technology..
PricewaterhouseCoopers partner Malcolm Preston said:”With the advent of improved technology, over 50% now measure the average wait time for customers on the telephone and almost two-thirds measure the percentage of abandoned calls.”
But he cast doubt on their knowledge of the millennium bug crisis after nearly 70% said they do not have a problem to worry about.
“This seems a high proportion considering how reliant they are on computers,” he said.
“We are unable to tell whether tour operators really are immune to the year 2000 problem or whether they simply do not understand what the problem is.”
Of the 26% who said they had a problem, only 3% have nothing to solve it. Two-thirds said they have appointed experts to help them ensure they are millennium compliant.