US Consumers Far More Likely to Recommend OTT Than Pay-TV Service Providers

September 10, 2014

This article is included in these additional categories:

Digital | Pay-TV & Cord-Cutting | Video | Word of Mouth

Ericsson-TV-Video-Service-Provider-Satisfaction-Sept2014Source: Ericsson ConsumerLab [pdf]

    Notes: US users of aggregated OTT on-demand and regular TV provider services are much more likely to recommend their OTT provider than their TV provider, with average Net Promoter Scores (NPS) of 39 and 12, respectively. The Ericsson ConsumerLab report links that to key satisfaction attributes, noting that consumers are significantly more satisfied with the cost of their OTT service than their traditional TV service, while scoring their OTT service’s video and audio quality on par with that of their regular TV provider.

      Related: [Debrief] TV in Context: Viewing Trends, Ad Spending, and Purchase Influence

        About the Data: Derived from a survey of 1,000 consumers aged 16-59 with a broadband internet connection and who watch TV/video on a weekly basis.

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