vMVPD Satisfaction: Despite the Technical Shortcomings, Subscribers are Warming to Pay-TV Alternatives

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Virtual multichannel video programming distributors (vMVPDs) may be immature and technically behind their more established competitors—but subscribers, for the most part, don’t care, according to a new vMVPD satisfaction survey. vMVPD is the term increasingly used for streaming pay-TV services such as YouTube TV, Sling...Learn More

Mid-Rivers Usage-Based Broadband Improves Customer Satisfaction, Take Rates

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Montana-based broadband provider Mid-Rivers Communications has taken a contrarian approach to broadband pricing, adopting a usage-based rather than a speed-tier approach. The change to usage-based broadband has increased customer satisfaction and take rates – and while margins initially dropped, profitability was back to its previous...Learn More

J.D. Power: Wireless Satisfaction Tied to Speedy Problem Resolution

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The speedier the problem resolution, the higher the wireless customer satisfaction. That was a key takeaway from  new J.D. Power wireless satisfaction research. The two related studies are J.D. Power 2017 U.S. Wireless Customer Care Full-Service Performance Study—Volume 2 and the J.D. Power 2017 U.S....Learn More

Survey: It’s Confirmed, Truck Rolls Are a Pain in the Butt

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Sending personnel to people’s homes – truck rolls – is a major expense to broadband and video providers. In addition to costs, other challenges are growing steeper as consumers become more mobile and their habits more unpredictable, according to results of a service call survey...Learn More

J.D. Power: Business Telecom Satisfaction Highest for Largest Companies, Highlighting SMB Opportunity

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Business telecom satisfaction is highest among large companies with 500 or more employees, according to new J.D. Power research. While those companies had overall internet and telephone satisfaction levels of 815 on a 1,000-point scale, the average score for very small businesses with 19 employees...Learn More

ACSI: Pay-TV Customer Satisfaction Remains “Abysmal”

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American pay-TV customer satisfaction was even worse in the roughly 12 months from May 17, 2016 to April 25, 2017 than it was in the period prior, according to the latest ACSI (American Customer Satisfaction Index). Overall customer satisfaction with their pay-TV subscription services dropped...Learn More

Poor Pay-TV Customer Experience Leads One in Four to Cancel Subscription

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Relying on the strength of their content to attract and retain subscribers is no longer an option for pay-TV service providers. In an increasingly competitive market, they have to “raise their customer relationship management game,” according to new research about the pay-TV customer experience from...Learn More

Report: HBO Shines in SVOD Customer Satisfaction

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HBO Now came out tops in SVOD customer satisfaction across 11 of 14 categories among subscription streaming VOD (SVOD) service providers covered in market research released by Strategy Analytics Jan. 19. HBO Now earned the highest SVOD customer satisfaction scores in all but three of...Learn More

Strong Satisfaction with Wireless Charging Reduces Smartphone Battery Anxiety

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A survey of 2,000 smartphone users in the U.S., Europe and Asia conducted by the Wireless Power Consortium (WPC) reveals a high level of customer satisfaction with wireless charging, an indication that smartphones equipped for wireless charging, as well as associated accessories, will sell well...Learn More

J.D. Power: Wireless Router Satisfaction Rises

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Manufacturers’ efforts to improve the performance of wireless routers and make them easier to use appear to be successful, according to new market research about wireless router satisfaction from J.D. Power. Wireless router customer satisfaction rose across all 10 factors – a total 24 index...Learn More

Carrier Provided Subscriber Email Services: Among the Challenges, Some Opportunities

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A new survey from 451 Research on carrier provided subscriber email services identified some important opportunities for service providers to enhance subscriber satisfaction — if only the service providers would adjust their approach toward the email accounts they provide subscribers. The study was commissioned by...Learn More

Contact Center Satisfaction Negatively Impacting the Customer Experience

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Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Furthermore, there’s a wide, global gap in perceptions of customer service quality between contact center managers and customers, according to...Learn More

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