Todd Hollander Market Research

The latest data by the University of Michigan’s American Customer Satisfaction Index (ACSI) show the perennially low-scoring cable and satellite TV industry had the lowest level of customer satisfaction among all industries measured.

As a whole, the industry dropped 2% to a score of 62 out of a possible 100 points with not a single provider managing to increase its year-over-year customer satisfaction score.

The direct-broadcast satellite companies continued to outscore any of the cable providers in the study, with DirecTV more highly ranked than EchoStar’s Dish Network. But satisfaction scores dropped for each of the providers this quarter: DirecTV’s score dropped 5.6% from the same period last year, while Dish’s fell 1.5% for the same period.

Among cable television providers, Comcast dropped 7% to 56 and Time Warner Cable went down 5% to 58.

The bottom line: Pay television providers are doing a very poor job of satisfying customers.

This entry was posted on Thursday, May 31st, 2007 at 1:57 pm and is filed under Customer Satisfaction. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.