Signal losses main bugbear for US TV viewers

Editor | 27-09-2013

Performance and reliability are the most critical factor driving overall satisfaction and meeting customer expectations, the latest JD Power US Residential Television Service Provider Satisfaction Study has revealed.

The study was based on responses from 22,593 customers nationwide who evaluated their cable, satellite and IPTV providers, measuring customer satisfaction-based performance and reliability; cost of service; programming; billing; communication; and customer service.
It found that overall customer satisfaction among television service customers was found to be 699 on a 1,000-point scale with a level of 741 among those who did not experience a loss of signal; 82 points higher than among those who do experience a loss signal outage. Putting this into context, approximately two-thirds of customers experienced some type of service outage during the past 12 months, with half experiencing loss of signal. Other typical types of service outages experienced by customers included picture freezing (38%), post channel picture delay (26%) and picture tiling (19%).
TV providers need to address this situation quickly, the analyst said. “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 minimise service quality issues to reduce the likelihood of future customer defection," said Kirk Parsons, senior director of telecommunications at JD Power.
In terms of those providers offering satisfaction, AT&T U-verse, DIRECTV, DISH Network and Verizon FiOS ranked highest in customer approval.