Signal outage key to US TV customer satisfaction

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 US Residential Television Service Provider Satisfaction Study.

Key findings from the report include:

Overall customer satisfaction among US 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 per cent) of customers have experienced some type of service outage during the past 12 months, with 51 per cent experiencing loss of signal.
  • Other types of service outages experienced by customers include picture freezing (38 per cent), post channel picture delay (26 per cent) and picture tiling (19 per cent).
  • 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 minimise service quality issues to reduce the likelihood of future customer defection,” said Kirk Parsons, senior director of telecommunications at J.D. Power.

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