Digital TV disappoints UK consumers
May 29, 2008
Nearly three million new homes took up digital TV in 2007. Today, nearly 9 out of 10 homes in the UK have 'gone digital and spend £4.2 billion (E5.25bn) on their service every year. However, the first ever digital TV customer satisfaction survey by uSwitch.com, featuring the top three providers – who hold 95 per cent of the market – reveals that more than 1 in 4 customers are not satisfied.
The survey of 10,000 digital TV customers says over a quarter of customers (6 million) are not satisfied with their digital TV company. Three companies account for 95 per cent of the digital TV market: Freeview (43 per cent), Sky (37 per cent) and Virgin Media (15 per cent).
Sky has been voted number 1 by its customers for best overall satisfaction. 76 per cent of its customers are satisfied with its service overall. Yet despite winning the top award for overall satisfaction, Sky's customers have voted it last for value for money. Its 57per cent score in this category leaves 3.6 million customers undecided or dissatisfied with the value for money they receive from their service. Sky customers pay an average of £31.17 per month for their digital TV service â€“ almost double the £16.70 paid by Virgin Media customers.
Freeview is the undisputed winner of the best value for money award. Three quarters (75 per cent) of its customers are satisfied with the value they receive from their service.