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American Customer Satisfaction Index
Satellite Providers: 'We're the best of the worst, and getting worse!'
by Karl Bode 10:27AM Tuesday May 15 2007
The American Customer Satisfaction Index has been released (also see press release). The index gauges consumer satisfaction across a number of industries. While DirecTV and Dish Network issue press releases lauding their besting of cable in the rankings, they omit the fact that the TV sector still has "the lowest level of customer satisfaction among all industries," and that every major company in the TV sector did worse this year than last. While they don't measure broadband or include IPTV or FiOS, they do measure satisfaction with wireless phone providers and fixed line phone providers (Verizon tops both).

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supergirl

join:2007-03-20
Pensacola, FL

Yeah

Because a lot of people don't want most of the channels. I could lose ESPNs and save what $5 a month off of cable? I don't watch 75% of the channels (really rarely watch few at all) but have to pay for them.

It is time for ala carte.
kevcallaway

join:2005-11-05

Re: Yeah

I don't think you would save $5 because ESPN was knocked off your cable lineup. According to what I've heard before, most expanded cable channels, like ESPN, TNT, USA Network, CNN get 25 to 50 cents per subscriber and that a larger fee may go regional sports networks like NESN or YES, or whatever is in your area. Last year Fox News wanted $1.00 from the cable co's because it gets double the ratings that CNN and MSNBC do....the cable co.'s went ballistic and I don't think the boys at Fox got an increase.
chemaupr

join:2005-06-06
Alexandria, VA

Re: Yeah

Cox pay/paid $3 per subscriber for ESPN (and ESPN associated channels). And that fee was incremental (every two yrs) if I remember from the discussions that went on two yrs ago.

The problem is that ESPN will not only sell your provider ESPN. if You want to offer ESPN you have to take ESPN2 ESPN news...etc.

batterup
I Can Not Tell A Lie.
Premium
join:2003-02-06
Netcong, NJ
said by kevcallaway:

Last year Fox News wanted $1.00 from the cable co's because it gets double the ratings that CNN and MSNBC do....the cable co.'s went ballistic and I don't think the boys at Fox got an increase.
I should get $1 for having FOX.
rradina

join:2000-08-08
Chesterfield, MO
I agree. When cable was $20 or even $30/month, folks were fine to pay for a better picture and more choices even though they were used to commercial TV being a free broadcast.

However, today's $50+/month fee is getting ridiculous. Charter, my CATV provider, recently broke out a family tier and a sports tier. Each now cost $10/month more. My bill jumped by $20/month and I ditched all the channels. It's shame because along with all of the extra crap, I had to get rid of several "Discovery" series channels and kid-friendly channels (Nogin and Nick GAS). I would be more than willing to swap these channels for some of the crap I have with the standard digital package. I never watch WGN, The Game Show Network, the Speed Channel, UNI, Food, Style -- the list goes on and on.

decadent7
Premium
join:2002-04-02
Piscataway, NJ

LOL

Citigroup Inc. was placed in Limited Service Restaurants section. This is true convergence

JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD

1 recommendation

Monopoly-like prices? You don't say!

Professor Claes Fornell gave the commentary, and he actually did say monopoly-like prices. Looks like subscriber satisfaction doesn't matter much to the customers (shareholders).

said by Professor Claes Fornell :
...

There seems to be an element of monopoly-like pricing in the cable industry: basic cable services rose 5 percent in 2006 and 93 percent over the past decade, nearly four times the rate of overall consumer prices during the period. Such pricing power usually comes with some level of monopoly protection and most cable companies have little competition at the local level. This also means that a cable company can do well financially even though its customers are not particularly satisfied. Comcast is one of the lowest scoring companies in ACSI. As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%. Net income went up by 175% and Comcast's stock price climbed nearly 50%. In the first quarter this year, Comcast added 75,000 new cable TV subscribers, a 49% increase, and posted an 80% rise in earnings over the previous first quarter.

... »www.theacsi.org/index.php?option···emid=168
George Kidd

join:2001-08-09
Vancouver, BC

Re: Monopoly-like prices? You don't say!

Hmmm... Guess that means the number of Couch Potatoes has gone up by the same amount. Does not speak well for the human species...

Hall
Premium,MVM
join:2000-04-28
Germantown, OH
kudos:2

So what ?

said by Karl Bode:

...they omit the fact that the TV sector still has "the lowest level of customer satisfaction among all industries,"
And what can they do about that ?? They can only improve themselves. I guess Dish (and DirecTV) should work really hard at helping the Comcasts, Time Warners, and other cablecos at improving their service (??).

Karl Bode
News Guy
join:2000-03-02
kudos:42

Re: So what ?

quote:
And what can they do about that ?? They can only improve themselves.
No worry, they didn't do that either:
quote:
None of the providers has improved on customer satisfaction this year. Comcast (down 7% to 56), DirecTV (down 6% to 67) and Time Warner Cable (down 5% to 58) all tumble.
So you've got a cheery DirecTV press release praising their position in a Consumer Satisfaction index where not only are they only in first place because of overall crap service in the sector, but they actually dropped 6%.

Hall
Premium,MVM
join:2000-04-28
Germantown, OH
kudos:2

Re: So what ?

No, I meant that Dish or DirecTV or whoever can only improve their own company's service, not "the other guys" (in order to improve the overall rating of pay-tv providers). Of course, Dish didn't improve either (you only listed some).

Heh, I want to sign up with "All others" cable company. Where do they offer service ??
fiberguy
My views are my own.
Premium
join:2005-05-20
kudos:3
... let's not forget to factor in one more huge thing. And let me make this reply KARL Friendly... yes, there are problems in the customer service field all over, even TV.. the word service is just like filler in dog food these days. BUT, we also have to take into account that people are already bitter and angry over the fact they are paying for "television" which "should be free" in their view and already have a chip on their shoulder.

You put an angry bitter person on the phone to someone that takes abouit 40 calls a day (which are alot like that) and see how long the CSR can continue to smile and care.

The service industry works both ways and you only get back what you put into it.. (again, that's both ways)

.. people are far too much in a hurry to be an ass right back to the CSR on the phones these days... it's no wonder people don't get served.
--
"Complaining is the least path of resistance for the self-reitchous and lazy..."

Jovi
Premium
join:2000-02-24
Mount Joy, PA

Re: So what ?

I am not angered at all for paying to watch television. I am angered by the 93% increase over a decade that JTRockville posted about. I think it's called "feeding the pig"?
--
"Where's my coffee? Oh. I guess it's my turn to make it."
fiberguy
My views are my own.
Premium
join:2005-05-20
kudos:3

Re: So what ?

In 1995 when cable was still $18.00 per month for 65 channels, people STILL hated it and were angry over it.

Everything goes up in price, so the "feed the pig" statement, which isn't JT's.. rather a rip off of the satellite spin and FUD campaign, was just that.. their prices go up too. The reason you didn't see a huge increase in their prices is because they came into the game and under cut the price of cable for a small percentage.

TV's an option.. I dunno.. I think I'd rather spend more energy on the fact that gas wen up 50% in just 4 months... something we actually need.
--
"Complaining is the least path of resistance for the self-reitchous and lazy..."

dslwanter
It's coming
Premium
join:2002-12-16
Mineral Ridge, OH

When you...

...live out in the boondocks and have no cable or a worthless cable company, DirecTV or Dish Network is as sexy as a hot blonde walking onto a nude beach. In fact, Rapid Cable out here is so piss poor if satellite TV didn't exist I'd probably opt to stick with over the air.

Now if I had a company like Time Warner or Armstrong out here I'd probably choose them over any dish. Simply because I'd probably opt for a bundle package like digital cable, HDTV, broadband or something like that. Rapid Cable out here doesn't offer any of that.
--
"You're as worthless as a screen door on a submarine!" Check out my Internet Radio Station & DJ Service, »www.thebomb102.com.

batterup
I Can Not Tell A Lie.
Premium
join:2003-02-06
Netcong, NJ

Verizon tops both.

Verizon is expensive.

schipperke

join:1999-11-29
Potomac, MD

I miss Directv

I installed my Directv / USSB in early 1995, when it really cost to buy the equipment! I always liked it, and when I recently moved can not install it, because we are now in the forest... After 12 years, I'd recommend it to anyone over cable. Now that FIOS is coming online, maybe prices will be under a little pressure for the TV services..

JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD

Re: I miss Directv

I got my DirecTV installed a few years back for free (including the 5 receivers)! I've been pleased with their service ever since.

I do miss our PEGs though, so I'm considering switching to FiOS TV now that it's available here.
gower23528

join:2005-06-08
Weston, WV

f**k fox

I hate Fox News!
CSU

join:2002-10-21
Lagrange, GA

FOX!

Fox news does suck, but they have hit a homerun with their show House.