2009 Residential Television Service Satisfaction Study

Overall Satisfaction: This score represents the respondents' overall satisfaction with their residential television service company, which is based on the respondents' experience with performance and reliability, customer service, cost of service, billing, and offerings and promotions. Close Performance and Reliability: This score is based on how respondents rate their residential television service company's service on promptness of restoring outages, keeping service outages to a minimum, and reception clarity. Close Customer Service: Respondents rate their residential television service company on timely resolution of problems, ease of contact, and knowledge and courtesy of representative. Close Cost of Service: Respondents rate their residential television service 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 options. Close Billing: Respondents rate how satisfied they are with the billing options of their residential television service company, such as ease of understanding bills, accuracy, and timeliness of bills. Close Offerings and Promotions: Respondents rate their residential television service company on availability of reward programs, communicating those programs, and the variety of programs. Close