Cable TV customer satisfaction falls even further behind streaming video

Streaming vs. cable —

Pay-TV again ranks last in customer pleasure among all US industries.

Jon Brodkin

A person's hand holding a TV remote control with a button for Netflix.

Netflix and other on-line video services and products maintain expanded their customer-pleasure lead over cable and satellite tv for computer TV, the American Customer Pleasure Index (ACSI) existing in its annual telecommunications dispute released this day.

Streaming-video services and products averaged a acquire of 76 on the ACSI’s 100-level scale, up from 75 last year. Meanwhile, the venerable subscription-TV industry’s acquire remained unchanged at 62.

“For the past six years, customer pleasure with subscription TV has languished in the mid-to-low 60s, no longer recovering sufficient to successfully compete with streaming services and products,” the ACSI dispute said. “In 2018, subscription sales declined 3 percent to $103.4 billion. Customer provider stays wretched, and cord chopping is accelerating. As video-streaming services and products fabricate traction, a increasing different of households could well per chance never subscribe to pay TV in the essential train.”

Pay-TV and broadband—two services and products which will likely be in total equipped in bundles by the identical companies—each and each posted an industry average of 62, which is again in “last train among all [46] industries tracked by the ACSI,” the dispute said. Pay-TV’s pleasure acquire peaked at 68 in 2013 and has dropped progressively since.

Streaming services and products rated very much elevated than cable and satellite tv for computer in many courses, including the ease of working out bills, mobile app quality and reliability, and contact-heart pleasure.

Comcast remained approach the bottom of pay-TV rankings with a acquire of 57, while AT&T’s U-verse led the ranking despite losing from 70 to 69:

The ACSI's subscription-television service ranking for 2019.

Lengthen/The ACSI’s subscription-tv provider ranking for 2019.


Coincidentally, AT&T’s streaming provider—DirecTV Now—also fell from 70 to 69. Nonetheless while the AT&T U-verse TV acquire of 69 used to be good sufficient to manual all cable and satellite tv for computer TV companies, the DirecTV Now acquire of 69 used to be in 2d-to-last train among streaming companies:

The ACSI's video-streaming service ranking for 2019.

Lengthen/The ACSI’s video-streaming provider ranking for 2019.

As that you must well gaze above, Netflix took the head position in streaming pleasure by raising its acquire from 78 to 79.

“Netflix shared the lead with Sony PlayStation Vue and Amazon’s Twitch a year previously, nonetheless a 1 percent fabricate locations Netflix alone in first train—and no 1 across all five telecom courses [streaming, pay-TV, broadband, landline phones, and on-demand video],” the ACSI dispute said. “The company has been rolling out genuine train at an unparalleled charge, which stays among its most attention-grabbing strengths. Per ACSI recordsdata, Netflix ranks at the head for genuine train among all streaming services and products. To boot, its membership boost continues at a dispute tempo.”

Despite streaming’s astronomical lead over cable and satellite tv for computer TV, the ACSI said that lower-ranked streaming services and products maintain problems, too. “Quite lots of these services and products don’t seem like sufficient of a departure from genuine cable and satellite tv for computer offerings in that industrial interruptions abound, prices are high, and customer support is wretched,” the ACSI said.

There wasn’t famous commerce in the broadband rankings, with Verizon FiOS and AT&T main the draw in which while Mediacom and Frontier carried out at the bottom:

The ACSI's Internet service provider ranking for 2019.

Lengthen/The ACSI’s Knowledge superhighway provider provider ranking for 2019.

The ACSI telecommunications dispute used to be based on interviews with 38,681 customers chosen at random. In all, the ACSI interviews 300,000 customers a year to note larger than 400 companies in 46 industries.


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