Last updated on April 23, 2014 at 1:22 EDT

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

September 26, 2013

AT&T U-verse (North Central), DIRECTV (South), DISH Network (West) and Verizon FiOS (East) Rank Highest in Customer Satisfaction with Television Service Providers in Their Respective Regions

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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    --  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
    --  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.


    Overall Customer Satisfaction Index Scores           Ratings

    (Based on a 1,000-point scale)                      For

    North Central Region

    AT&T U-verse                               730                 5

    DISH Network                               725                 5

    DIRECTV                                    721                 4

    WOW! (Wide Open West)                      703                 4

    Bright House Networks                      701                 4

    North Central Region Average               691                 3

    XFINITY (Comcast)                          680                 3

    Charter Communications                     659                 2

    Time Warner Cable                          658                 2

    South Region

    DIRECTV                                    744                 5

    AT&T U-verse                               742                 5

    DISH Network                               734                 4

    Verizon FiOS                               732                 4

    Bright House Networks                      716                 3

    South Region Average                       708                 3

    Cox Communications                         698                 3

    Suddenlink                                 691                 2

    XFINITY (Comcast)                          678                 2

    Charter Communications                     674                 2

    Time Warner Cable                          664                 2

    West Region

    DISH Network                               737                 5

    Verizon FiOS                               732                 5

    DIRECTV                                    726                 5

    AT&T U-verse                               718                 4

    West Region Average                        694                 3

    Cox Communications                         692                 3

    XFINITY (Comcast)                          679                 3

    Time Warner Cable                          663                 2

    Charter Communications                     654                 2

    Mediacom Communications                    610                 2

    East Region

    Verizon FiOS                               735                 5

    DISH Network                               734                 5

    DIRECTV                                    733                 5

    East Region Average                        696                 3

    Cox Communications                         687                 3

    Optimum (Cablevision)                      687                 3

    XFINITY (Comcast)                          687                 3

    Time Warner Cable                          649                 2

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; media.relations@jdpa.com

Syvetril Perryman; Westlake Village, Calif.; 805-418-8103; media.relations@jdpa.com

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Source: PR Newswire