Who's Happy With Their TV Service?
Washington, D.C. (October 6,
2010) -- AT&T and Verizon telco
customers are more satisfied with their TV service than their
cable or satellite counterparts, according to a new study from
J.D. Power and Associates.
The group interviews consumers annually to determine the
satisfaction levels in a variety of categories, including TV
In 2010, AT&T's U-verse service, which has more than 100 HD
channels, ranked first in satisfaction among TV viewers in the
West, South and North Central regions of the country. Verizon,
which also has more than 100 HD channels, finished first in
customer satisfaction in the East.
Satcasters DIRECTV and Dish Network finished second and third
respectively in the East. The regional cable service WOW was
second in the North Central Region, with Cox third. In the South
and West, Verizon was second with DIRECTV third.
But J.D. Power said that residential TV service customers are
generally less satisfied with the cost of their service compared
to 2009. The customer satisfaction score for all TV providers
combined was 541, compared to 555 in 2009.
Additionally, the group said, cable customers are "particularly
dissatisfied" with the cost of their service; the cable
satisfaction level was 22 percent lower than for telco customers
and 18 percent lower than for satellite viewers.
To illustrate, Comcast, the nation's largest cable operator,
finished next to last in customer satisfaction among Eastern and
Southern consumers. In North Central and the West, Comcast was
third from last. Midsized cable operator Mediacom finished last
in the West, South and North Central regions.
But J.D. Power had some encouraging words for TV providers
looking to generate more revenue per subscriber.
decline in satisfaction with cost of service,
DVR adoption rates and video-on-demand access
have experienced healthy gains," said
director of telecommunications at J.D. Power and
But Perzaaini added that TV operators must do a
better job of communicate the value of their
"It's apparent, however, that TV providers must
better communicate their price-value
proposition, as customers are increasingly
voicing irritation with the amount of their
monthly bill. Seventy-four percent of customers
who say they definitely or probably will change
TV providers in the next year cite price as a
major reason to switch," he said.
In other rankings, Time Warner Cable was sixth
in the East; 10th in the South; 9th in the North
Central region; and seventh in the West.
Cablevision was fifth in the East, the only
place it provides service.
Cox was fourth in the East; ninth in the South;
third in the North Central; and sixth in the
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