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

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

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.

(Logo: http://photos.prnewswire.com/prnh/20130605/LA26502LOGO)

KEY FINDINGS


-- 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
(19%).
-- 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.



Rankings

J.D.
Power.com
Power
Circle
Overall Customer Satisfaction Index Scores Ratings

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


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

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate

About McGraw Hill Financial www.mhfi.com

SOURCE J.D. Power and Associates

Photo:http://photos.prnewswire.com/prnh/20130605/LA26502LOGO
http://photoarchive.ap.org/
J.D. Power and Associates

Web Site: http://www.jdpower.com


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