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http://www.tvpredictions.com/satisfaction051711.htm
Verizon’s FiOS TV Gets Top Customer Score
By Swanni
Washington, D.C. (May 17, 2011) — Verizon led all TV providers in the annual American Customer Satisfaction Index for the second year in a row, according to an article by Multichannel News.
Verizon’s FiOS TV service scored a 72 out of a possible 100 in the customer survey, edging out DIRECTV which scored a 69.
Dish Network scored 67, falling four points from its 71 score a year ago. AT&T’s U-Verse service also slipped from 72 to this year’s 68.
Interestingly, the American Customer Satisfaction team noted that AT&T’s score may have slipped due to a rise in customer complaints about the picture quality on their HD channels.
Cox Communications was next with a 67, leading all cable providers. However, Cox’s cable rivals did not fare as well with Comcast, Time Warner Cable and Charter tying for last with a score of 59.
Cable operators have struggled in customer satisfaction ratings for years, in part because the companies did not pay sufficient attention to customer issues in the 1980s and 1990 when they had a monopoly in many markets.
The emergence of the satellite and telco providers, which arguably focused more on customer satisfaction, particularly in their early years, sharpened the contrast between cable’s performance and the performance of their new rivals. That perception remains strong with many consumers despite efforts by cable operators to improve their customer service in recent years.
ASCI says the average score for a pay TV service this year was 66, the same as last year.