J.D. Power Reports: Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions 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., Sept. 26, 2013 /PRNewswire/ -- 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.

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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.

Rankings




Overall Customer Satisfaction Index Scores


          J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)                     


          For Consumers





North Central Region








AT&T U-verse             

730


5

DISH Network   

725


5

DIRECTV       

721


4

WOW! (Wide Open West)    

703


4

Bright House Networks         

701


4

North Central Region Average     

691


3

XFINITY (Comcast)      

680


3

Charter Communications    

659


2

Time Warner Cable              

658


2





South Region








DIRECTV  

744


5

AT&T U-verse   

742


5

DISH Network 

734


4

Verizon FiOS  

732


4

Bright House Networks 

716


3

South Region Average 

708


3

Cox Communications 

698


3

Suddenlink  

691


2

XFINITY (Comcast) 

678


2

Charter Communications                   

674


2

Time Warner Cable 

664


2





West Region








DISH Network     

737


5

Verizon FiOS      

732


5

DIRECTV       

726


5

AT&T U-verse     

718


4

West Region Average  

694


3

Cox Communications        

692


3

XFINITY (Comcast)   

679


3

Time Warner Cable        

663


2

Charter Communications  

654


2

Mediacom Communications

610


2





East Region








Verizon FiOS

735


5

DISH Network

734


5

DIRECTV    

733


5

East Region Average    

696


3

Cox Communications   

687


3

Optimum (Cablevision)      

687


3

XFINITY (Comcast)       

687


3

Time Warner Cable      

649


2

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

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.

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
About J.D. Power and Advertising/Promotional Rules
www.jdpower.com/corporate
About McGraw Hill Financial
www.mhfi.com 

SOURCE J.D. Power and Associates



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