2008 Residential Television Service Satisfaction Study

Overall Satisfaction : This score represents the respondent's overall satisfaction with their cable/satellite company, which is based on the respondents experience with performance and reliability, cost of service, billing, image, offerings and promotions, and customer service Close Performance and Reliability : This score is based on how respondents rate their cable/satellite company's service on promptness of restoring outages, keeping service outages to a minimum, and reception clarity. Close Customer Service : Respondents rate their cable/satellite company on timely resolution of problems, ease of contact, and knowledge and courtesy of representative. Close Cost of Service : Respondents rate their cable/satellite company on the price paid for services offered. Attributes in this factor include, attractiveness of additional channel pricing and of available plans, fairness of the price, and the ease of understanding those optio Close Billing: Respondents rate how satisfied they are with the billing options of their cable/satellite company, such as ease of understanding bills, accuracy, and timeliness of bills. Close Offerings and Promotions: Respondents rate their cable/satellite company on availability of reward programs, communicating those programs, and the variety of programs. Close