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Netflix user satisfaction plummets

February 21, 2012

Netflix customer satisfaction plunged in the fourth quarter, a reflection of consumer anger over rising prices and changes to its subscription plans, according to a survey.

Satisfaction with Netflix slid 14 per cent to 74 from a year earlier on a scale of 0 to 100, according to the American Consumer Satisfaction Index. That was below the 76.1 aggregate rating of all retailers and one of the biggest drops in more than 16 years of tracking, Ann Arbor, Michigan-based ASCI LLC said in a statement.

Netflix angered customers in July with a 60 per cent increase in prices for users who both stream videos and get DVDs by mail. The company in September tried to rebrand the mail- order business Qwikster and force some customers to set up separate accounts, before reversing the decision after heavy criticism.

Netflix has begun adding customers after losing 800,000 in the third quarter. The company signed 610,000 new customers in the fourth quarter, to bring the total to 24.4 million.

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