As the trend to “cut the cord” continues to rise in the pay-TV marketplace, measuring the effect of streaming services that allow anyone to download and watch video and listen to music content from any location and at anytime from any device has become even more critical. Streaming media providers that understand customer expectations are better positioned to develop targeted initiatives that can increase overall customer satisfaction, brand loyalty, and advocacy, as well as grow the subscription base.

The Solution

The J.D. Power U.S. Streaming Media Services Satisfaction StudySM measures overall satisfaction among customers who subscribed to a streaming media provider’s services in both video and music product segments during the 6-month period prior to responding to the study survey. Satisfaction is measured across a number of factors, including Content; Cost of Service; Ease of Use; Performance & Reliability; Communications; and Customer Care. Study findings allow streaming media providers to:

  • Identify and understand key drivers of customer satisfaction
  • Benchmark performance against other streaming media providers
  • Align service improvement initiatives with customer needs and expectations
  • Measure network quality performance perceptions, compared with actual speed test data
  • Correlate device platform usage with performance indicators
  • Identify demographic and psychographic customer by brand

The Benefits

A study subscription provides access to the tools necessary to gain a comprehensive, in-depth understanding of how your company is performing and identify any areas needing improvement. Deliverables include:

  • A tailored management presentation that meets client objectives
  • A detailed findings report that provides insights into key industry trends, which allows you to prioritize improvement initiatives and maximize performance
  • Access to competitive data sets, allowing a comparison of your company’s performance against competitors, the industry, and the highest performers via J.D. Power’s VoX website platform
  • Access to industry experts to help with segmentation analysis to maximize go-to-market strategies

J.D. Power’s research solutions enable streaming media providers to target those performance activities that have a direct impact on ROI.