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John Tews
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Syvetril Perryman
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J.D. Power and Associates Reports:
AT&T U-verse and Verizon FiOS Lead Regional Customer Satisfaction Rankings
Among Cable, Satellite and Internet Television Service Providers
WESTLAKE VILLAGE, Calif.: 1 October 2008 — AT&T U-verse ranks highest in customer satisfaction in three regions and Verizon FiOS ranks highest in one region among television service providers, according to the J.D. Power and Associates 2008 Residential Television Service Satisfaction StudySM released today.
The study measures customer satisfaction with cable, satellite and Internet protocol (IPTV) television providers in four regional segments: North Central, East, West and South. Within each segment, five factors are measured to determine overall customer satisfaction: performance and reliability; customer service; cost of service; billing; and offerings and promotions. Customer satisfaction with video provider performance is reported as an index score based on a 1,000-point scale.
AT&T U-verse ranks highest in the North Central (with an index score of 730), West (697) and South (706) regions. In the East region, Verizon FiOS ranks highest with a score of 677. This is the first year both AT&T U-verse and Verizon FiOS are included in the study. AT&T U-verse and Verizon FiOS perform particularly well in the offerings and promotions factor, specifically with their bundled pricing options. Both providers also perform well in the performance and reliability factor, especially regarding reception clarity.
“With the addition of AT&T and Verizon to the residential television service market, competition has intensified among providers that bundle voice, television and data services on a single bill,” said Frank Perazzini, director of telecommunications at J.D. Power and Associates. “Ultimately, the consumer is going to be the big winner in this battle as cable, satellite and IPTV providers strive to offer the highest quality television experiences at competitive price points.”
The study finds that the number of households that report viewing high definition television (HDTV) programming has nearly doubled since 2007, reaching 55 percent of households in 2008.
“The sharp increase in HD programming across virtually all providers has helped drive HDTV set sales,” said Perazzini. “The rise in the adoption of HDTV has also been a boon for the video-on-demand (VOD) market. Households that receive HD programming view nearly twice as many hours, on average, of VOD or pay-per-view programming per month as non-HD households.”
The study also finds the following trends:- One-half of cable customers currently bundle their video and Internet service together, while 19 percent of customers subscribe to “triple-play” services (television, voice and Internet).
- Penetration of digital video recorders (DVRs) continues to increase, with 44 percent of customers stating they use a DVR, compared with 38 percent in 2007.
- Among customers who receive electronic bills, the overall satisfaction score averages 629, while among customers who receive only a paper bill, overall satisfaction averages 600.
The 2008 Residential Television Service Satisfaction Study is based on responses from 18,938 U.S. households that evaluated their cable, satellite or IPTV provider. The study was fielded in July 2008.
For more information, view residential television service ratings or read an article at JDPower.com
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
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2008 Residential Television Service Satisfaction Study The 2008 Residential Television Service Satisfaction Study measures customer satisfaction with cable, satellite and Internet protocol (IPTV) television providers in four regional segments: North Central, East, West and South. Within each segment, five factors are measured to determine overall customer satisfaction: performance and reliability; customer service; cost of service; billing; and offerings and promotions. Customer satisfaction with video provider performance is reported as an index score based on a 1,000-point scale.  Enlarge Video Player
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