ACSI: Streaming TV dominates telecoms industry satisfaction
According to the American Customer Satisfaction Index (ACSI), consumers are far more satisfied with streaming TV over their other telecoms services.
ACSI argues video streaming often avoids the downsides of alternative telecoms services, including subscription TV.
David VanAmburg, Managing Director at the ACSI, said:
“Streaming services don't have the hidden fees and six-month rates that subscription TV does, not to mention they're cheaper and simpler.
Because consumers don't have many options when choosing a subscription TV provider, those businesses don't see a lot of risk in customer dissatisfaction, and we're unlikely to see dramatic changes any time soon."
Video streaming topped satisfaction of telecoms industry services; with an average ACSI score of 75.
The services delivering above the average satisfaction are:
Netflix, PS Vue, and Twitch — 78
iTunes and Microsoft Store — 77
YouTube Red — 76
Services around, or at, the industry average:
Amazon Prime Video, Google Play, Hulu, and Vudu — 75
CBS All Access — 74
HBO Now and Starz — 72
Falling behind in satisfaction are:
Sling TV — 71
DIRECTV NOW and Showtime Anytime — 70
Sony Crackle — 68
What’s of particular note is that even the video streaming service consumers are least satisfied with still manage to score higher than nearly all subscription TV services.
Subscription TV satisfaction fell 3.1 percent to an average score of 62, representing an 11-year low.
The services leading the pack are:
AT&T U-verse — 70 (One of only two scores which remained the same instead of dropping.)
Verizon Fios — 68
DISH Network — 67 (Joining AT&T in remaining the same)
Sitting around the average:
DIRECTV — 64
Optimum — 62
Cox Communications — 60
Spectrum and Suddenlink — 58
Bringing up the rear are:
Comcast Xfinity — 57
Frontier Communications — 56
Mediacom — 55
Respondents placed HD video quality as the most important aspect of a subscription TV service, which received a good score of 80. Satisfaction with store and service centre staff received a score of 77. Consumers are less happy with call centres; which fell three percent to 63.
Internet Service Providers
Internet service providers (ISPs) took a satisfaction hit in ACSI’s latest study; falling 3.1 percent to a score of 62. Every provider dropped in score aside from Xfinity, which remained steady at its previous score.
Leading the pack for ISP satisfaction are:
Verizon Fios — 70
AT&T Internet — 68
Optimum — 64
Providing average satisfaction are:
Suddenlink — 61
Spectrum — 60
Xfinity — 60
Mediacom falls quite far behind, suffering a nine percent fall to 53.
As with subscription TV, overall satisfaction with call centres dropped three percent to 59. Satisfaction with speed and variety of internet plans also dropped three percent; to 67 and 64 points, respectively.
Consumers are more satisfied with store and service centre staff; receiving a decent score of 76. However, this is still down from last year.
ACSI’s report shows that subscription TV services have a long way to go to reach the satisfaction level of their streaming counterparts. ISPs generally need to do more to improve satisfaction, but with more than half of Americans only having one choice for high-speed broadband, there’s little incentive for providers to do so.
Every telecoms service provider has the potential to stand out by offering greater satisfaction with their call centres.
You can download ACSI’s full report here.
What are your thoughts on the results of ACSI’s latest study? Let us know in the comments.
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