Telcos Lead in TV Satisfaction
Posted by Jesse Ward on Tuesday, October 13, 2009 · 
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Telecom service providers and AT&T in particular were the big winners in JD Power and Associates’ 2009 U.S. Residential Television Service Satisfaction Study, released last week.
AT&T’s U-verse TV service finished with the highest customer satisfaction rating in the South and West regions of the United States, and finished second in the North central region to independent regional cable TV firm WideOpenWest.
Verizon Communications and its FiOS TV service won the satisfaction war in the East region, where most of its TV efforts are concentrated.
Cable TV giants finished further down the list in all regions. Comcast and Time Warner Cable scored below the regional average rankings in each of the four regions.
Of note, customer satisfaction with television service providers has increased considerably from 2008 as a result of improvements in outages and problem resolution. However, rising satisfaction does not correlate with customer loyalty. Cable companies and satellite providers alike experienced a decline in customer loyalty rates.
“Given the current state of the economy, customers generally want to keep their options open, even if they are satisfied with their current provider,” said Frank Perazzini, director of telecommunications at J.D. Power and Associates. “To increase loyalty, providers should continue to enhance the service improvements offered this year, and to remain competitive from a cost and offerings perspective.”
The 2009 U.S. Residential Television Service Satisfaction Study is based on responses from 28,118 U.S. households that evaluated their cable, satellite or IPTV provider. The study was fielded in January, March and July 2009.
Read more in the release.
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