Customer Satisfaction With Information Sector, May 2013 [CHART]
Customer satisfaction with pay TV providers remains relatively low, although it has increased slightly after remaining flat for 3 consecutive years, according to the American Customer Satisfaction Index (ACSI). The index for subscription TV services rose a couple of points from last year’s 66 to 68 on ASCI’s 100-point scale. By comparison, satisfaction with cell phone manufacturers stands at 76, fixed line phone service providers are at 74, and wireless phone service providers are at 72. Among the information sector categories, only Internet Service Providers (ISPs) have a lower score than pay TV services this year, debuting on the index at a score of just 65.
Looking first at pay TV services, Verizon FIOS kept its lead with a score of 73, but slipped a point from 2012. DIRECTV, by virtue of a 4-point jump, was right behind FIOS, with a rating of 72. Charter Communications, last year’s industry laggard, improved 5 points to a score of 64, while Time Warner Cable dropped 3 points to an industry-worst 60. Read the rest at MarketingCharts.