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Netflix Customer Satisfaction Hits Three Year High

A few years ago you'll recall many analysts were busy proclaiming Netflix would never recover from a very unpopular rate hike and their aborted attempt to spin their DVD business off into a company named Qwikster. Those analysts were wrong. Most of them have been amusingly quiet in terms of admitting as much, though a few have since admitted that they're now very bullish on Netflix's international expansion efforts and subscriber additions.

Fast forward a few years and Netflix is not only adding subscribers hand over fist, customer satisfaction for the service has reached a three year high according to the American Customer Satisfaction Index:

quote:
The company's overall score registered a bigger year-over-year increase than any other online retailer in 2013, according to a survey of tens of thousands of consumers conducted by the American Customer Satisfaction Index...

Netflix's score in 2013 was 79, up 5% from a score of 75 in 2012. Netflix's peak satisfaction score was 87 in 2009, following up with an 86 in 2010. But the company's score plummeted in 2011, to 74, after a price hike and a proposed plan to spin off its DVD-by-mail service. At the time, ACSI characterized the decline as "one of the largest-ever single-year drops in ACSI history."


That's obviously in comparison with the cable TV industry, which in ACSI (and most other) rankings scores among the lowest customer satisfaction rates in any industry. Historically, even airlines and the IRS have ranked higher.

It will be curious to see if the peering fisticuffs hampering Netflix streams for major ISPs like AT&T, Verizon and Comcast will damage the company's brand reputation, something many claim is the intention of large ISPs -- accomplished by letting their peering links saturate then pointing the finger at Netflix (though there's probably plenty of blame on all sides to go around).
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IPPlanMan
Holy Cable Modem Batman
join:2000-09-20
Washington, DC
kudos:1

IPPlanMan

Member

Break it down by ISP

They need to break this down by ISP....

Would be very telling.

Comcast knows exactly what it's doing.

ITALIAN926
join:2003-08-16
kudos:2

ITALIAN926

Member

Re: Break it down by ISP

This is a joke. People are obviously willing to sacrifice a whole lot in order to save money. Netflix has an atrocious selection of movies, I had to cancel after a month.
Netflix is nowhere close to replacing pay-TV in my house.

Karl Bode
News Guy
join:2000-03-02
kudos:43

Karl Bode

News Guy

Re: Break it down by ISP

Netflix, no. But Roku3, Netflix, Hulu, Plex, Aereo, etc.? Getting a little closer every day (though not without obvious growing pains).
rradina
join:2000-08-08
Chesterfield, MO

rradina

Member

Re: Break it down by ISP

In calling it "growing pains", you're being too kind. I liked "peering fisticuffs" much better, although that's not a problem all of them are yet facing.
elefante72
join:2010-12-03
East Amherst, NY
·Verizon FiOS

1 edit

elefante72 to Karl Bode

Member

to Karl Bode
First off, Netflix streaming is not your latest movie outlet. It's more last year's TV, indie and increasing original content, and if you can wrap your head around that, then it has value. If you just watch blockbusters, move on. If you want the latest movies, you are going to have to pay. Makes sense. So it's HBO w/ TV instead of HBO with old movies. And the interface is FAR superior to ANY other TV interface/algorithms I have ever seen BY FAR.

In our household Plex, Netflix, HBOGO, and Amazon are supplements but now use 70% of our time, and we still have cable, ONLY because Verizon charges basically the same to have just internet and the 2 play. I avoid all STB fees by not having any. In fact the latest 2 TV's just have Roku on them, and nobody even notices the xbox (w7mc) missing.

Sooner or later HBO will allow OTT, so I'm not worried there and if they don't and I cancel, they go with it.

In 2-3 years, the "value" for TV will be highly questionable as even if you pay per episode the cost could be much less. The major killer will be caps, and peering battles.

If we look at our monthly venue, 70% or more of the viewing is OTT, 20% broadcast, and 10% linear cable. That is a LOT to pay for just 10% and every day the value diminishes as they continue adding under the line fees like RSN, broadcast fees, jack up equipment rentals, etc....

FIBER
@162.218.222.x

FIBER to ITALIAN926

Anon

to ITALIAN926
The only "joke" is people paying anything more than 15 dollars a month for TV.

ITALIAN926
join:2003-08-16
kudos:2
·Verizon FiOS

1 edit

ITALIAN926

Member

Re: Break it down by ISP

quote:
The only "joke" is people paying anything more than 15 dollars a month for TV.
hahaha I can afford it, I have a good job, its well worth it. Where do you apply your savings? To your Lexus? I will continue to enjoy my BMW of television viewing, CABLE TV.

cableties
Premium Member
join:2005-01-27
·Verizon FiOS

cableties

Premium Member

Re: Break it down by ISP

Well many don't.

That is your typical cord cutter. And then there are those that do not justify paying over $1200/yr for entertainment. I know a few that spoil their kids (HDTVs, DVRs, iPads, game consoles, roku and AppleTVs in 10yr/12yr bedrooms) and good for them.

Everything will go app anyway... you'll have your cable channels, and then you'll have your apps (net-video-integrated-appliance) . And they WILL charge you per packet. (they can...just you wait)

Maybe you don't recall the mortgage crisis, the continuing layoffs and unstable market. It isn't boom time for everyone. (sorry, I digressed...it isn't personal)

Nor can most justify the higher percentage of junk on TV and the quality talent on You-tube, Netflix, HULUplus, Amazon Prime..

PinkFloyd said it "52 channels of sh-t on the Tv to choose from..." Update to 5200 channels and moved around monthly...

ITALIAN926
join:2003-08-16
kudos:2
·Verizon FiOS

ITALIAN926

Member

Re: Break it down by ISP

quote:
And then there are those that do not justify paying over $1200/yr for entertainment.
$1200 a year is a lot for entertainment thats available 24hrs aday, 365 days a year? Just dont agree.

Take a family to see a 2 hour movie $60 , see a broadway play $300-$400. Sporting events $200-$300. Please. My cellphone bill is $180 a month.

PayTV is the best bang for the buck for all my monthly bills. And of course posting such a thing on an INTERNET SITE, is considered nonsense, where everyone yearns for TV to evolve into ala-carte streaming. There are 90+million pay-tv customers in this country that disagree with you cheapskates.

bobjohnson
Premium Member
join:2007-02-03
Spartanburg, SC
·Charter
·T-Mobile US

bobjohnson

Premium Member

Re: Break it down by ISP

I make good money but I don't have Pay TV... I have a lot of other things to do and my Roku does just fine for the occasional show that I watch and for overnight noise while I'm sleeping But all that aside I don't have kids in the house anymore either. I suppose I would have cable if that was the case.

priznut
@comcast.net

priznut

Anon

Re: Break it down by ISP

I'm in the same boat as you. Cable doesnt hurt at ll, but why throw awy money when it can go to better things. It's not about the savings, it's that more of us see it as a waste. Hey want to throw money away, pm me you check for 9.99. You can't afford it then you are a bum!! A bum!!

And as far as kids, I will force them outside until it's dark like my parents did.

Fiber
@162.218.222.x

Fiber to ITALIAN926

Anon

to ITALIAN926
said by ITALIAN926:

its well worth it. Where do you apply your savings?

Its not really about the savings. TV is generally for dumb people.

Alakar
Facts do not cease to exist when ignored
join:2001-03-23
Milwaukee, WI

Alakar to ITALIAN926

Member

to ITALIAN926
said by ITALIAN926:

quote:
The only "joke" is people paying anything more than 15 dollars a month for TV.
hahaha I can afford it, I have a good job, its well worth it. Where do you apply your savings? To your Lexus? I will continue to enjoy my BMW of television viewing, CABLE TV.

BMW of television? 90% of the programming on cable is crap. Just because you can afford to buy something, doesn't mean it's a good idea to buy it. I can afford cable as well, but between my antenna, HTPC, and Roku I get plenty of programming for a fraction of the cost.

The Winter Olympics look great in HD over the antenna. ESPN and NFL Network have plugins for XBMC on my HTPC. Regular cable series, Hulu Plus, Netflicks, Amazon. Altogether I pay about $20 a month for TV and that includes the free 2 day shipping with Amazon and being able to borrow books.

If you like cable and you are satisfied with what you get for your money that's great, but don't try to claim it's some type of premium service you're paying for. We both pay for crap, I just prefer to pay less for mine.

ITALIAN926
join:2003-08-16
kudos:2

ITALIAN926

Member

Re: Break it down by ISP

quote:
We both pay for crap, I just prefer to pay less for mine
Me? I dont watch "crap" and if you do, you should find another way to spend your free time.

Alakar
Facts do not cease to exist when ignored
join:2001-03-23
Milwaukee, WI

Alakar

Member

Re: Break it down by ISP

said by ITALIAN926:

quote:
We both pay for crap, I just prefer to pay less for mine
Me? I dont watch "crap" and if you do, you should find another way to spend your free time.

Really? So what is this "highbrow" television you watch that makes cable oh so worth the price?

Titus
Mr Gradenko
join:2004-06-26
kudos:1

Titus to ITALIAN926

Member

to ITALIAN926
Some of us just don't get all hot for Honey-Boo Boo. Sorry.
tabernak
join:2013-08-10

tabernak to ITALIAN926

Member

to ITALIAN926
said by ITALIAN926:

hahaha I can afford it, I have a good job, its well worth it. Where do you apply your savings? To your Lexus? I will continue to enjoy my BMW of television viewing, CABLE TV.

I have a good job too as an electrical engineer and regularly overpay for electronic gizmos. I even agree Netflix by itself does not replace pay-TV. Although between Netflix, Netflix DVD, Hulu, Amazon and OTA, I replace 95% of my viewing for maybe 1/3 of the cost. The missing 5% for me are college football games and aren't worth $1000+/year, I can find alternative ways to watch those for much cheaper. I'll gladly pay ESPN a fee for those games.

To me it's not about the money, it's more about the principal, I'm tired of helping subsidize shows I couldn't care less about with my money. The way I do it, the shows I actually like get supported by my viewing habits. I even pay for a few shows on Amazon for next day viewing at $2-3/episode. Still far cheaper than cable and I can guarantee those shows see more money from me than they would have were I to have just simply paid a $100/month cable bill.
existenz
join:2014-02-12
kudos:2

existenz to FIBER

Member

to FIBER
Especially for any channel that has commercials.
DigitalManny
join:2014-01-08
Glendale, CA

DigitalManny to FIBER

Member

to FIBER
said by FIBER :

The only "joke" is people paying anything more than 15 dollars a month for TV.

The joke is you are poor difference is most people still can afford cable, problem is you need to get a better job.

jap
Premium Member
join:2003-08-10
038xx

jap

Premium Member

Re: Break it down by ISP

said by DigitalManny:

The joke is you are poor difference is most people still can afford cable, problem is you need to get a better job.

No matter what your income junk food is still junk food. No need to get all classist about it.
tabernak
join:2013-08-10

tabernak to DigitalManny

Member

to DigitalManny
said by DigitalManny:

The joke is you are poor difference is most people still can afford cable, problem is you need to get a better job.

I never find being poor a joke. Even poor people can afford free, OTA television if they indeed have a television.

I could afford driving a luxury vehicle, living in a 3000+ sq ft house, living in some "prestigious" city, cable, etc, yet I don't want to waste my money on stuff that provides no tangible benefit to my existence. Probably part of the reason I can afford all that. The occasional college football game is the only thing I miss, yet I can find more entertaining venues (bars or friends) to cable and still save $1000+ a year.

jseymour
join:2009-12-11
Waterford, MI

jseymour to ITALIAN926

Member

to ITALIAN926
Lessee... Netflix with their "atrocious" selection at $8/mo. or cable TV for at least five times that amount...? Hmmm...

For the few times there's a new movie we absolutely, positively have to see (almost never happens): We can rent a BD for $3.50 or, if we really like it, buy it for $15-$20. If going to the local video rental place was too much trouble (it's not, for us), we could get current stuff from Amazon Prime, VUDU, etc. for slightly more.

So if TV is so important to you you can justify burning cash like that to have it: Fine. It's your money. Burn it however you like To us: Cable TV isn't worth it. Not even close.

Jim
slckusr
Premium Member
join:2003-03-17
Greenville, SC
kudos:1

slckusr to ITALIAN926

Premium Member

to ITALIAN926
Do i browse through netflix for 8 bucks a month and finally settle for something mediocre to watch, or do i pay 50$+ to my cable company to surf through a bunch of channels to finally settle on something mediocre to watch. /shrug

djrobx
Premium Member
join:2000-05-31
Valencia, CA
kudos:4
·Time Warner Cable

djrobx

Premium Member

Re: Break it down by ISP

Most of you seem to have forgotten about the social aspect of TV watching.

Cable/SAT Customer: "Can you believe what happened on the Walking Dead last night?"

Netflix cable-cutter: "Uhhhmmm. I don't watch that. I don't like Zombies anyway. Man House of Cards is awesome!"
tabernak
join:2013-08-10

tabernak

Member

Re: Break it down by ISP

10 years ago that may have been the model, however the last several years my experience has been that cable/sat customers aren't synced either due to DVRs.

If the only thing you have in common with friends is what you watched last night, you probably aren't really friends anyway.

connections
@pppoe.ca

connections to djrobx

Anon

to djrobx
said by djrobx:

Most of you seem to have forgotten about the social aspect of TV watching.

Cable/SAT Customer: "Can you believe what happened on the Walking Dead last night?"

Netflix cable-cutter: "Uhhhmmm. I don't watch that. I don't like Zombies anyway. Man House of Cards is awesome!"

You're making the assumption that people that do not have cable/SAT are not watching these shows and that is not true.

r81984
Fair and Balanced
Premium Member
join:2001-11-14
Katy, TX
·AT&T U-Verse

r81984 to ITALIAN926

Premium Member

to ITALIAN926
said by ITALIAN926:

This is a joke. People are obviously willing to sacrifice a whole lot in order to save money. Netflix has an atrocious selection of movies, I had to cancel after a month.
Netflix is nowhere close to replacing pay-TV in my house.

We get it, you work in the cable tv industry.
But I canceled cable TV 1 year ago in Jan 2013 then I canceled netflix last month.

Cable TV has no variety and nothing good was ever on when I was home so I canceled cable tv.
After a year of netflix and amazon prime, I canceled the netflix as netflix was not adding anything new and became just like cable tv.

The only reason I keep amazon prime is for the shipping.

Brian_M
join:2004-06-19
Manchester, GA
·Charter

Brian_M to ITALIAN926

Member

to ITALIAN926
Ahh Perspective. I've been so happy with ditching pay-TV that even when it's available (think hotel rooms, staying with friends) we don't watch it. Such dismal programming (quality), and the sheer number of commercials make it impossible to enjoy. I don't see there being Anything that will bring me back into the pay-TV fold.

I love the side benefits of dropping pay-TV too... I lost weight, have more energy, feel better, DO MORE, and my quality of life has improved (despite being in the longest period of unemployment I've ever encountered). I had no idea just how much of a succubus the TV really was.

IPPlanMan
Holy Cable Modem Batman
join:2000-09-20
Washington, DC
kudos:1

2 edits

IPPlanMan

Member

Comcast originally denied throttling P2P:
»www.wired.com/threatleve ··· disclos/

The FCC found otherwise.

Now it's denying responsibility for the crap quality of Netflix streaming.

Perhaps the FCC will find otherwise.

Complaint Procedure: »www.fcc.gov/complaints

Select: "Broadband Service and VOIP"

Then select: "Billing, Service, Availability, and Number Portability Issues"

notapeer
@comcast.net

notapeer to IPPlanMan

Anon

to IPPlanMan
I think Netflix knows exactly what it's doing as well:

»drpeering.net/white-pape ··· k.html#9

"One of the most clever and devious of all the tactics presented is the Traffic Manipulation Tactic. To understand this tactic you must recognize that the nature of [video] traffic is asymmetric; that is, small requests generate comparatively large responses. The Content posters therefore decides which of potentially many paths this relatively large proportion of traffic will flow.

In the Traffic Manipulation tactic, the Content-Heavy Initiator forces its traffic over the potential peers’ transit services, to maximize the target ISP’s cost of accessing the Initiators customer traffic."

"A [Tier 1] can also be motivated to peer if the other party can demonstrate a significant performance problem that can be solved by peering. Since both have customers that are suffering from packet loss for example, both parties have some motivation to fix the problem."

FactChecker
Premium Member
join:2008-06-03

FactChecker

Premium Member

Two Sides to Every Story

This is a good article to read

»arstechnica.com/informat ··· -months/

Who controls performance of one specific application is not always what people initially assume.

anonomeX
@comcast.net

anonomeX

Anon

I'm happy...

but then that price "increase" of awhile back didn't bother me at all (since I've always been streaming-only); my price actually went down. The crappy Internet service from Verizon when it comes to streaming is a real killer; I haven't experienced those same problems from Comcast yet (just lucky, I guess). What can save Netflix (and Amazon and every other video content provider) from ISP "not-throttling" and general don't-care-about-saturated-ports attitudes? Something along the lines of a "RokuTivo", which is to say, an Internet video streaming DVR. We need an "STB" for Internet video. We need it now (and for as long as the ISPs are intent on screwing their customers and the sites they visit--so, forever).
biochemistry
Premium Member
join:2003-05-09
92361

biochemistry

Premium Member

Price

Keep the price low and keep me as a customer. No the selection isn't great but for the price is way better than cable.

ybgrsfd
join:2013-08-21
united state

ybgrsfd

Member

Netflix was smart!

I have no idea how much it cost Netflix to get manufacturers to make things with dedicated "Netflix" buttons but it worked. I tried 'em out after buying a new tv with that fancy red button on my shiny new remote and have been hooked ever since.
zod5000
join:2003-10-21
Victoria, BC
·TELUS
·Juce Communicati..
·Shaw

zod5000

Member

The world is moving to streaming.....

I think netflix tried to separate the company at the right time. The downside of the DVD half was you had to wait for your movies to arrive in the mail. With streaming you get everything right away when you want it.

I think the DVD side of the business had a very vocal minority who were pissed they were going to have to pay more.

On the other hand the streaming side was picking up massive amounts of steam with consumers who didn't give a crap about renting dvd's through the mail.

With a world of people want it right away, the streaming option is the clear winner and the DVD side is fading away....
JBT
join:2002-12-06
Tucson, AZ

JBT

Member

I love Netflix.

It may not have a GREAT selection of movies, but its got a great selection of documentaries. I don't watch much TV besides sports and even that is not very often. If its not on the channels that I get on my very low end package they didn't want my eyes anyways.

buzz_4_20
join:2003-09-20
Limestone, ME
·Time Warner Cable
·Vestalink
ARRIS SB6141
(Software) Sophos UTM Home Edition
Sophos AP15

buzz_4_20

Member

My Favorite Thing About Netflix

I pay for content... and that's all I see. NO FUCKING COMMERCIALS

Hmm $7.99 a month for 24/7 availabiltiy to TV and Movies and no ads
or $79.99 a month (promo price - matching content I watch on Netflix) and has Ads...

Lets see here... Nobody likes ads (seriously) so why pay 10 times the amount for the same thing at the end of the day. Esp when the cheaper option doesn't have ads?
waycoolphil
join:2000-09-22
Cathedral City, CA

waycoolphil

Member

Re: My Favorite Thing About Netflix

this
rick0204
join:2009-05-20
North Bergen, NJ

rick0204 to buzz_4_20

Member

to buzz_4_20
There is just nothing like Netflix for binge watching. I am up to episode 11 of "House of Cards" and just started Season 6 of "24". If you use Roku 3 then each episode blends right into the next one. Perfect for binge watching on weekends.
DigitalManny
join:2014-01-08
Glendale, CA

DigitalManny

Member

not satisfied can not stream in HD

Not only can not get HD they do not update movies as often as they use too, whoever made this review needs needs someone to go over clearly it is not all true.

r81984
Fair and Balanced
Premium Member
join:2001-11-14
Katy, TX

r81984

Premium Member

Canceled Netflix Last Month

I just canceled Netflix, so I dont believe this.
There was nothing new being added for TV shows, scifi, or documentaries so I canceled.

•••
b10010011
Whats a Posting tag?
join:2004-09-07
Bellingham, WA
·Xfinity

b10010011

Member

I am very happy with Netflix and very unhappy with Comcast

Comcast is allowing Netflix streaming to degrade either on purpose or by just not doing anything to fix evening network congestion. It has been over a year since I saw Netflix streaming reach "HD" quality, and for the past few months during prime time streaming is nearly impossible as it can only stream for a few minutes at a time then has to stop and buffer.

Netflix has the content I want to watch.

I just wish Comcast would either give me the content I want or allow me to get it elsewhere.

newview
Ex .. Ex .. Exactly
Premium Member
join:2001-10-01
Parsonsburg, MD
kudos:1

newview

Premium Member

After Verizon & Comcast have their way ...

After Verizon & Comcast have their way ... you'll be hard pressed to stream ANYTHING ...
quote:
Comcast’s average speeds for Netflix users have dropped dramatically in just a handful of months. From January through September of 2013, Comcast bounced around between 2 Mbps and about 2.13 Mbps. But starting in October, their performance fell and by January of this year, their average was closer to 1.5 Mbps.
»consumerist.com/2014/02/ ··· stomers/

fonzbear2000
Premium Member
join:2005-08-09
Saint Paul, MN

fonzbear2000

Premium Member

Why ever pay for anything?

There are sites that let you stream almost every movie and TV show in existence including movies that are in theaters. Some even have DVD screening copies!

Eagles1221
join:2009-04-29
Vincentown, NJ

Eagles1221

Member

Netflix cash

I think they should bid on the rights to the Olympics and stream them ad free when they come up for bid again. I'd pay 100 bucks to watch them add free - yes I know there are only 17 days or whatever but I had commercials that much,
Poetique
join:2007-08-05
Auburn, AL

Poetique

Member

Mmhmm... Ok...

Seeing as the Netflix app on my Xbox One screws up and gets stuck loading at 99% on 1/4 of my viewing attempts, consider me unsatisfied.

Not to mention many people barely, if ever, get an HD stream on it.
clocks11
join:2002-05-06
00000

clocks11

Member

Fixes needed

They finally allowed users to turn off post play. They still need to fix the screen saver(on Roku) and add back "play from beginning".

KrK
Heavy Artillery For The Little Guy
Premium Member
join:2000-01-17
Tulsa, OK

KrK

Premium Member

Netflix is rocking....

Both streaming and DVD by mail. I couldn't be happier. I feel the money I spend per month is some of the best value of anything I have to buy.


How about ..