Cable Industry Continues Poor Customer Satisfaction Tradition While Verizon FiOS continues to take the lead... A new study by ChangeWave Research finds that the cable industry continues to lag in customer satisfaction when compared to their satellite TV or telcoTV competitors. According to the new study, Verizon FiOS continues to lead in customer satisfaction, with 49 percent of those polled insisting they are "very satisfied" with the service. Bright House (37 percent) and AT&T's U-verse (34 percent) fell into second and third place, respectively. DIRECTV (32 percent) at fourth place holds a significant lead over DISH Network (22 percent). However, no cable operator aside from Bright House managed to score above 13%, with some (like Charter at 5%) doing substantially worse. As a result, (FTTN or FTTH) customers also show the lowest churn rate (just 6 percent said they’ll switch), which was considerably better than satellite (10 percent) or cable (12 percent).
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  toddbs98
join:2000-07-08
North Little Rock, AR | Why worry? When you have no real competition, and what competition there is treats their customers just as bad, no real reason to worry about customer satisfaction.
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Patriots always speak of dying for their country never killing for it. Bertrand Russell
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|  djrobx
join:2000-05-31
Valencia, CA
kudos:1 | Confused.. "Bright House (37 percent)"
... snip ....
"However no cable operator managed to score above 13%"
Isn't Bright House a cable operator?
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AT&T U-Hearse
Your funeral. Delivered.
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|  | | | Re: Confused.. Thanks. Will correct. | |
| |  dvd536as Mr. Pink as they comePremium
join:2001-04-27
Phoenix, AZ
kudos:4 | said by djrobx:"Bright House (37 percent)" ... snip .... "However no cable operator managed to score above 13%" Isn't Bright House a cable operator? I always thought they were a reseller of time warner cable.
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The shortest distance between 2 points adds 1.5 stars to T. want $50? solve »coord.info/GC20A37 for me | |
| | | | | | |  DragasoniWe're All Mad HerePremium
join:2001-12-14
Palm Bay, FL
 ·Earthlink Cable ..
| Re: Confused.. I'm one of those satisfied with Bright House. Everything works well, I can only remember one outage caused by severe thunderstorm over the course of 6 years (not really their fault), and their customer service is very good. My only complaint...I just wish it was cheaper.
Also, I'm very happy to be back with them after 6 months of Comcast, which SUCKED compared to Bright House. They had poor routing on their internet making it slower, the TV would literally freeze solid in place for over an hour (happened 3 times in 6 months), and a cable modem rental fee??
Big thumbs up for Bright House, I'm very happy with their service.
-Dragasoni-
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»www.dragasoni.com | |
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 ·Verizon FiOS
| Re: I totally get it ditto for me and comcast. Used to have problems all the time, went to the mat for one problem, took two months to fix. I made myself a pain in the @ss until it was fixed and didn't have any significant issue for a couple of years.
FIOS came along and I left comcast in a heartbeat. | |
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cbrain
join:2000-05-21
Silver Spring, MD | Where can I find the details? I understand Comcast is now the third largest phone company. No phone company appears in the top 5 in cable TV. This seems contrary to the satisfaction numbers. Anyone know where I could find a breakdown of the numbers? | |
| | | | deadzonedPremium
join:2005-04-13
Baton Rouge, LA | Re: Not suprised. Totally agree. None of them truly give a crap because they don't have to. | |
| | | fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | Re: Not suprised. Verizon should be proud of this number? hah!
If their service is so awesome, and I'm not just talking about the fiber itself, then why settle only at 49%? That's under half their customer base, right?
In order for me to even care, personally, I want to see ALL the ratings of ALL available options.. who knows, maybe 51% of Fios subscribers are VERY DIS-Satisfied.. unless we can see the whole thing.. eh - who cares.
On a side note, Verizon touts their retention rate.. um, wouldn't you have a large retention rate when you're holding a $375 ETF anvil over the customer's head?
With trivial data like this, as with most stuff AND taking into consideration the psychology of human nature and how people act, in general, about things, these surveys mean nothing.
More people may actually like Verizon but one small issue and they're not happy.. more may like them but price isn't a favor to them.. "Overall" satisfaction means nothing, really. Cable may have more happy customers than reports show as well.. they may actually have less.. hard to say. But, when you're the old guy on the block, you're bound to have more dis-satisfaction on that fact alone. That same thing goes with the telephone companies as well.. people are tired of 100 years of the telephone and they want change so they're dis-satisfied.
Anyone notice who favors the phone companies more these days? .. younger people - as they don't have the history with phone as many of us do. Same can be said with cable. Younger people tend to dislike cable more than older people - see that first hand. Most older people don't put their lives into cable like younger people do.. They buy basic and that's it.. younger people want to "have it all" and when they can't afford it, they're not happy..
Like I said, with out seeing the data, this is just a ribbon for Verizon to tout that in the end is just more marketing.  | |
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cacoPremium
join:2005-03-10
Whittier, AK | A couple of rate increases from now They'll be just as ugly as everybody else. Everyone likes new stuff especially if it is given to you at a reduced rate for a period of time. It will take time some time but just like cable voip services get higher marks than telco eventually everything evens out and its all the same crap, for same crap price and almost the same services.
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Politicians and diapers have one thing in common. They should both be changed regularly, and for the same reason. | |
|  old_dawg"I Know Noting..."
join:2001-09-22
Westminster, MD | No confidence vote from me Comcrap, oops, 2infinity badgered me for months to sign up for triple play. I finally caved in and said "come on down" , but the installer never showed. Later in the day, well after the missed appointment, a call from Comcast was left on my answering machine, "Sorry 'bout that", actual quote. I really want to give my dial tone to this clown car operation?. 
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"Our network engineers are aware of the problem..." | |
| | | lol @ Charter... 5% that's rough...but they have gotten a lot better in the last 6 months...well at least in my area. Their prices however remain a bit high but that seems standard for most ISPs in the US. | |
| | | hmm How did they come to these figures? Its not fair comparing cablevision to competitors that have 10 times the amount of area covered.
Cablevision only serves parts of ny ,nj, and conneticut compaired to verizon who sevres double and tripple the amount of states. | |
| | | | fiberguyMy views are my own.Premium
join:2005-05-20
kudos:3 | Re: Cable Industry demonstrates unregulated monopoly mentality. You know what??
Last night, at 2am and until 3:30am I experienced something I hadn't ever in about 12 years... COMPLETE cable outage.. Yup! Voice, Internet AND cable TV. In the past several years, I'll lose internet, maybe voice, but not all three and never had a TV outage once. I know they still happen, but I rarely see them unless it's an isolated drop down, or cut cable.
However, I called in to just verify and I was greeted with "we're currently experiencing a service related issue in your area" by the automated recording..
In my opinion, thumbs up to Comcast.. they were on it, didn't have to wait on the line to find out, and the service was back up. In fact, if I had not been up late working, I would never have even noticed.
I am, however, with you.. their equipment pricing is way out of line - I think it's out of line with all carriers, even satellite that charges $5.00 per room. The average home has more than 1 TV and they need to reflect that. | |
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 mrchrisOut and aroundPremium
join:2002-10-01
North Babylon, NY | Yep This probably explains my switching back to Verizon tomorrow after only being on Cablevision for a month. | |
| | | | Re: Yep If only I was able to get FIOS in my complex.... too bad I'm stuck with Cablevision. So much for any competition! | |
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 DavidNow accepting new patientsPremium,VIP
join:2002-05-30
Granite City, IL
kudos:70 | Well... Least with Uverse it gives some room to work. I try to make people as comfortable as possible, but I realize I don't make everyone happy.
Although I do give it a shot though. | |
|  JEJE 's BACK BABYPremium
join:2000-12-15
East Orange, NJ
4 edits | MISERY!!! It only adds to the misery when CSR's are made to say things that are not NATURAL!
It's called Customer Service, not let's try and follow or get the upper hand on x-y-z company, just to get good scores from the outside companies.
And companies wonder why their CS scores are lagging. Let your agents speak naturally and openly to the customers.
Customers appreciate when an agent is GENUINE in their conversation. Not something that sounds scripted!
Making someone empathetic, is not real! Making someone say they are sorry, is not real!
It's a real "blast" to provide the Customer with the support they need when a person is trying to make sure they hit every point on the damn score card just to keep their effin jobs!
I'm tired of being sorry because some idiot can't read the bill or can't add correctly! I am tired of being sorry because the idiots out there who buy these HDTV's , don't know a damn thing on how to operate them correctly!
I am tired of being sorry because you can't pay your bill and went to spend your money on crack, or something else, and now your service is about to be shut off, since you have not paid it in 2 months!!!
I am tired of being sorry because your damn kid or husband ran up hundreds of dollars in porn while your ass is @ work, then you call me to tell me some lame excuse that...NO ONE WAS HOME! yes they were!
I am tired of bring scripted sorry, but it's my job. It doesn't sound natural and on every damn call, for anything the damn customer does, they know your ass isn't sorry! iT GETS LAME when you can't be open and have a real connection with a customer , because reps are made to talk a certain way!
U want to know what I am sorry for, out of any Company... Customers who cannot get the necessary support for real issues concerning billing errors and things of that sort, you want to know why, because the Supervisors don't know what they are doing! Your Representative is your best resource, but they are not allowed to go above and beyond, because we are too busy being sorry!
The reason why those other Companies score higher is because their reps own that call and control it from start to finish. No in-between control. No second guessing from a so-called "supervisor". What their reps say goes. That's real Customer Service!
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BLAZIN' FAST Ultra Comcast @: 35326 kbps/10539 kbps Can Your ISP Go This FAST? VRoOoOoOoOm!
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Wish I could see full report - but not available
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Cable Industry demonstrates unregulated monopoly mentality.