TV Providers Fair Poorly in Newest Customer Satisfaction Survey
Customer Satisfaction with their TV providers hits a seven-year low, as even the usual suspects’ scores sink.
Surprising no one, the American Customer Satisfaction Index has shown once that Americans hate their TV providers. The pay-TV industry found itself bringing up the rear of this most recent customer satisfaction survey, with the industry averaging a score of 63, the lowest among all 43 industries covered in the survey. Customer satisfaction with their TV service dropped to a seven-year low, thanks in large part to perennial poor performers racking up even lower scores this year than last.
Among the TV providers, Time Warner Cable and Mediacom Communications, a cable provider serving markets primarily in the Midwest, tied for the lowest score: 51. Time Warner Cable’s various merger suitors weren’t far behind, with Comcast and Charter Communications both coming in near bottom. Verizon’s FiOS service was the most popular, or perhaps least despised, with a score of 71, followed closely by another pair of merger hopefuls: AT&T and DirecTV. The survey results also noted that the proposed mergers in the pay-TV industry, between AT&T and DirecTV as well as Time Warner Cable, Charter, and Bright House Networks, could lead to further customer service declines, as mergers often have this effect.
In their press release, the ACSI also makes mention of the cord-cutting trend, highlighting the challenge that the cable companies’ poor scores will inevitably pose to them, warning that the days when TV providers could get away with such miserable service are over. Today, consumers have access to more alternatives than ever, and continued video subscriber losses for the TV providers would seem to prove this point.