Friday, September 25, 2015

U.S. ISPs, Linear Video Providers Get Higher Satisfaction Ratings

It never has been easy for providers in some industries, including telecommunications or airlines, to earn high marks in consumer satisfaction surveys.

There might be some improvement on the part of fixed network communications providers though, according to the latest J.D. Power surveys. A separate study by the American Customer Satisfaction Index shows some Internet service providers are doing better, some worse.

But linear video subscription services and Internet service providers score at the bottom of industry rankings.

Overall satisfaction with television service providers has increased by 12 points to 723 in 2015 from 711 in 2014 (J.D. Power uses a zero to 1,000 scale).

Satisfaction with network performance and reliability improved 22 points from 2014. This follows a 17-point increase between 2014 and 2013.

The danger of low scores can be illustrated by a couple of facts. Lower potential churn rates are associated with scores of 900 or higher.

About 53 percent of highly-satisfied residential television customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months.

When scores are below 550, 90 percent of respondents indicate they definitely plan to leave their current provider.

Scores in roughly the same range (700s) were earned by Internet access services as well.

Satisfaction with ISP network performance and reliability improved 16 points in 2014.

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