Pay-TV Customer Satisfaction Drops Again, Now Lowest-Rated of 43 Industries

June 8, 2015

This article is included in these additional categories:

Customer Satisfaction | Pay-TV & Cord-Cutting | Telecom

ACSI-Customer-Sat-Pay-TV-Providers-Jun2015Customer satisfaction with pay-TV providers has fallen this year to an index score of 63 (on a 100-point scale), down from 65 last year and 68 the year prior, according to [download page] the American Customer Satisfaction Index (ACSI). The pay-TV sector now joins internet service providers (ISPs) at the bottom of the list of 43 industries tracked.

This year, Mediacom Communications and Time Warner were the worst-rated pay-TV providers, with the latter sliding from last year’s score of 56 to an index of 51. Verizon Communications (FIOS) had the highest index reading, of 71, a gain from last year’s 68, taking over the top spot from AT&T U-Verse (flat at 69).

According to the report, satisfaction was highest with HD TV picture quality (81, down from 83), but lowest with call centers (62, down from 66).

Meanwhile, internet service providers remained at the bottom of the heap again this year, though their overall index reading was unchanged from last year. As was the case among pay-TV providers, AT&T U-Verse and Verizon Communications (FIOS) were the leaders, though with their rankings flipped. AT&T took the top ranking this year on the back of a 4-point gain (to a score of 69), while FIOS slipped 3 points to a score of 68. With its satisfaction index slipping a point to 56, Comcast was this year’s lowest-rated ISP.

In terms of satisfaction with various aspects of the ISP customer experience, the ACSI report shows a large gain in satisfaction with the ease of understanding the bill (from 69 to 75). But, there was a significant decline in satisfaction with data transfer speed, with this index score plummeting 9 points from 76 to 67.

In other results:

  • Customer satisfaction with wireless telephone service providers dipped a couple of points to a score of 70, but still managed to outperform fixed line telephone service providers, whose score dropped 4 points to 69;
  • Satisfaction with cellphone manufacturers was stable at 78, with Samsung (-1) and Apple (+1) tied at the top with a score of 80;
  • .

  • Satisfaction with the quality of video on cellphones was at 82, unchanged from last year and remaining above the ACSI’s threshold of excellence (80).

About the Data: The 2015 ACSI report on cellular telephones, computer software, fixed-line telephone service, internet service providers, subscription TV service, and wireless telephone service is based on interviews with 14,176 customers of these 6 industries, chosen at random and contacted via email between January 19 and February 9, 2015. Customers are asked to evaluate their recent purchase and consumption experiences with the products or services of the largest companies by market share within each of the measured industries, plus an aggregate of all other smaller brands not measured individually by name in the ACSI. 

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