J.D. Power Reports: Loss of Signal Is the Most Frequently Mentioned Performance Issue When TV Customers Experience Problems with Service Interruptions

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 Study^SM 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.

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; [email protected]
Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; [email protected]
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SOURCE J.D. Power and Associates