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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).


Most recommended from 25 comments


Mr Matt
join:2008-01-29
Eustis, FL

2 recommendations

Mr Matt

Member

Cable Industry demonstrates unregulated monopoly mentality.

The Cable Industry has always considered itself an entertainment provider. Since Comcast began offering VoIP, they are trying to increase the reliability of their service. Unfortunately they still seem to have random outages that affect all services. A friend of mine has Comcast Voice. Sometimes the calls break up and in one case I was unable to reach them via Telephone for several hours because their cable was out. The Telephone Company is still more reliable for voice service.

Because of the outrageous pricing for terminal equipment I am considering Dish Network or Direct TV.

FFH5
Premium Member
join:2002-03-03
Tavistock NJ

2 recommendations

FFH5

Premium Member

Wish I could see full report - but not available

»www.cable360.net/ct/news ··· 869.html


This summary graph & news item only showed which people were VERY SATISFIED. I would have liked to have seen the full report to see the other categories(like satisfied, unsatisfied, etc) to see if the trend was carried thru the full range of categories.

Also, the language in the little of the report that can be seen seems to indicate the report was commissioned from a fiber optic point of view. And the fact that a search revealed extensive quotes at Verizon's web site indicates that Verizon may have commissioned the study.

Anyway, the point being that the lack of the full report being available anywhere; the lack of who commissioned it & paid for it; and the lack of the survey methods used and the sample size used makes me interpret the reports results with a grain of salt.