Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions

(501.69 KB)

Share This Page

AT&T U-verse (North Central), DIRECTV (South), DISH Network (West) and Verizon FiOS (East) Rank Highest in Customer Satisfaction with Television Service Providers in Their Respective Regions

WESTLAKE VILLAGE, Calif.: 26 September 2013 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.

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. 
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.
 

About J.D. Power

J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company's quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw-Hill Financial.

About McGraw Hill Financial

McGraw Hill Financial (NYSE: MHFI) is a leading financial intelligence company providing the global capital and commodity markets with independent benchmarks, credit ratings, portfolio and enterprise risk solutions, and analytics. The Company's iconic brands include: Standard & Poor's Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts, CRISIL, J.D. Power, and McGraw Hill Construction. The Company has approximately 17,000 employees in 27 countries. Additional information is available at www.mhfi.com.

Media Relations Contacts:

John Tews; Troy, Mich.; (248) 680-6218; media.relations@jdpa.com
Syvetril Perryman; Westlake Village, Calif.; (805) 418-8103; media.relations@jdpa.com

Follow us on Twitter: @JDPower

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. www.jdpower.com/corporate

# # #


Media Contacts

Troy, Michigan
(248) 680-6218
Westlake Village, California
(805) 418-8103