SubscribeDespite efforts to improve their reputation, cable companies are hated so much the industry now scores lower than any other according to the American Customer Satisfaction Index (ACSI).
The only reason the industry’s average score or 68 out of 100 ticked higher are some new competitors, especially Verizon’s FiOS fiber optic network, which scores higher than any other provider.
The cable companies you grew up with still stink, ACSI reports, with Comcast (63) and Time Warner Cable (60) near the bottom of the barrel.
At fault for the dreadful ratings are constant rate increases and poor customer service. As a whole, consumers reported highest satisfaction with fiber optic providers, closely followed by satellite television services. Cable television scored the worst. Despite the poor ratings, every cable operator measured except Time Warner Cable managed to gain a slight increase in more satisfied customers. Time Warner Cable’s score for television service dropped five percent.
Customers are even less happy with broadband service. Verizon FiOS again scored the highest with a 71% approval rating. Time Warner Cable (63) and Comcast (62) scored the lowest. Customers complained about overpriced service plans, speed and reliability issues. Customers were unhappy with their plan options as well, including the fact many providers now place arbitrary usage limits on their access.
The best word to describe customer feelings about their broadband options: frustration, according to ACSI chair Claes Fornell. “In a market even less competitive than subscription TV, there is little incentive for companies to improve.”
I am so happy I live in Austin and can rid myself of Time Warner Cable when Google Fiber appears in 2014. I am counting the days.
I wonder if TWC will start offering some irresistibly cheap cable promos in Austin soon, together with a two-year agreement?
Please tell me who the ISPs are ! In another article I read recently the writer said that the ISPs were VZ, AT&T and Comcast. Can’t you get it straight ? I don’t think we will ever make the situation better if you don’t know who the heck you’re talking about, do you ? I consider my company to be the last ISPs in New Hampshire, but I don’t think we fit into your ISP category , or do we ? Let me help you with this and maybe you can target your message and silly survey to better help… Read more »
An Internet Service Provider is defined here (and elsewhere, to be honest) as any company using any technology to deliver Internet access to consumers. You are relying on a narrower definition that had more merit in the dial-up and early broadband days when independent providers could lease access to telecom networks to provision customers. I understand where you are coming from having been involved in online activities since 1986. Verizon, AT&T, and other telcos along with the cable companies are making wholesale access difficult or in some cases financially impossible for independents to continue competing. Nobody here is slandering any… Read more »
Brian, calm down and take a couple of deep breaths.
If you have a complaint, it’s with ACSI and how they categorized ISPs for purposes of their survey. Phillip is only reporting the news — he didn’t conduct the survey.
I hope you took your blood-pressure meds this morning . . .