Survey Shows Americans Generally Unhappy With Their Cable Company, Particularly Time Warner Cable
No need to brace yourself for this one, but in case you were wondering, Americans are typically dissatisfied with their cable and Internet service providers (ISPs). That won't be shocking to most, but lest there was any doubt, numbers from the American Consumer Satisfaction Index show that cable companies and ISPs are doing a poor job keeping their customers happy.
The survey pings users for their experience regarding picture quality; high definition picture quality; ease of use of remote controls, cable boxes, and onscreen menus; interactions with the call center; and other topics that can make or a break a customer's opinion about a company.
On a 100-point scale, Time Warner Cable came in last both in terms of Internet service (54/100, representing a 14.3 percent drop compared to a year ago) and television service (56/100, representing a 6.7 percent drop compared to last year). Comcast, which plans on acquiring TWC, came in second to last in both categories with scores of 57/100 and 60/100, respectively. Those represent respective drops of 8.1 percent and 4.8 percent compared to last year.
What's troubling about the survey is that average score among all companies is just 63/100. As for ISPs, Verizon took the top spot with a score of 71/100, while all others scored between 54 and 65. In the TV category, the highest score was 69, which was achieved by both AT&T and DirecTV. All others scored anywhere from 56 to 68.
Are you happy with your cable operator and/or ISP? Sound off in the comments section!
The survey pings users for their experience regarding picture quality; high definition picture quality; ease of use of remote controls, cable boxes, and onscreen menus; interactions with the call center; and other topics that can make or a break a customer's opinion about a company.
On a 100-point scale, Time Warner Cable came in last both in terms of Internet service (54/100, representing a 14.3 percent drop compared to a year ago) and television service (56/100, representing a 6.7 percent drop compared to last year). Comcast, which plans on acquiring TWC, came in second to last in both categories with scores of 57/100 and 60/100, respectively. Those represent respective drops of 8.1 percent and 4.8 percent compared to last year.
What's troubling about the survey is that average score among all companies is just 63/100. As for ISPs, Verizon took the top spot with a score of 71/100, while all others scored between 54 and 65. In the TV category, the highest score was 69, which was achieved by both AT&T and DirecTV. All others scored anywhere from 56 to 68.
Are you happy with your cable operator and/or ISP? Sound off in the comments section!
