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J.D. Power Reports: Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service InterruptionsWESTLAKE VILLAGE, Calif., Sept. 26, 2013 /PRNewswire via COMTEX/ -- Not only is loss of signal the most frequently mentioned service outage, but it also has the greatest negative impact on customer satisfaction and future loyalty, according to the J.D. Power 2013 U.S. Residential Television Service Provider Satisfaction StudySM released today. (Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO) KEY FINDINGS -- Overall customer satisfaction among television service customers is 699 on a 1,000-point scale. -- Satisfaction is 741 among customers who do not experience a loss of signal--82 points higher than among those who do experience a loss signal outage (659). -- Approximately two-thirds (67%) of customers have experienced some type of service outage during the past 12 months, with 51 percent experiencing loss of signal. -- Other types of service outages experienced by customers include picture freezing (38%), post channel picture delay (26%) and picture tiling (19%). -- Performance and reliability is the most critical factor driving overall satisfaction and meeting customer expectations. -- The average monthly bill for television service is $87. "As customers expand their use of alternative video service, such as over-the-top service providers Netflix and Hulu, it's important for cable and satellite TV providers to minimize service quality issues to reduce the likelihood of future customer defection," said Kirk Parsons, senior director of telecommunications at J.D. Power. Rankings Overall Customer Satisfaction Index Scores J.D. Power.com Power Circle Ratings (Based on a 1,000-point scale) For Consumers North Central Region AT&T U-verse 730 5 DISH Network 725 5 DIRECTV 721 4 WOW! (Wide Open West) 703 4 Bright House Networks 701 4 North Central Region Average 691 3 XFINITY (Comcast) 680 3 Charter Communications 659 2 Time Warner Cable 658 2 South Region DIRECTV 744 5 AT&T U-verse 742 5 DISH Network 734 4 Verizon FiOS 732 4 Bright House Networks 716 3 South Region Average 708 3 Cox Communications 698 3 Suddenlink 691 2 XFINITY (Comcast) 678 2 Charter Communications 674 2 Time Warner Cable 664 2 West Region DISH Network 737 5 Verizon FiOS 732 5 DIRECTV 726 5 AT&T U-verse 718 4 West Region Average 694 3 Cox Communications 692 3 XFINITY (Comcast) 679 3 Time Warner Cable 663 2 Charter Communications 654 2 Mediacom Communications 610 2 East Region Verizon FiOS 735 5 DISH Network 734 5 DIRECTV 733 5 East Region Average 696 3 Cox Communications 687 3 Optimum (Cablevision) 687 3 XFINITY (Comcast) 687 3 Time Warner Cable 649 2 Power Circle Ratings Legend5 - Among the best4 - Better than most3 - About average2 - The rest The 2013 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 22,593 customers nationwide who evaluated their cable, satellite and Internet protocol (IPTV) television providers. The study was fielded in four waves: November 2012, January 2013, April 2013 and July 2013. The study measures customer satisfaction based on five factors: performance and reliability; cost of service; programming; billing; communication; and customer service. Media Relations ContactsJohn Tews; Troy, Mich.; 248-680-6218; [email protected] Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected] About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate About McGraw Hill Financial www.mhfi.com SOURCE J.D. Power and Associates http://rt.prnewswire.com/rt.gif?NewsItemId=LA86993&Transmission_Id=201309260900PR_NEWS_USPR_____LA86993&DateId=20130926 |
