ACSI: Fios Tops in ISP Customer Satisfaction But That’s Not Saying Much

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Internet service providers (ISPs) are performing worse than ever in terms of customer expectations, according to a new ISP customer satisfaction study from the American Customer Satisfaction Index (ACSI). Specifically, ISPs had a 62 satisfaction score out of 100, down 3.1% from the previous report....Learn More

ACSI: Video Customer Satisfaction Higher for Streaming Services Than Linear TV

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Video streaming services scored a 75 out of 100 for video customer satisfaction in their inaugural appearance on the American Customer Satisfaction Index’s (ACSI) Telecommunications Report, far outdistancing subscription TV’s score of 62. Subscription TV’s score was down 3.1% from last year. “Video streaming services...Learn More

Report: Network Automation Investment Should Result in ‘Hulk’ Like Performance

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Network automation investment will grow by about 30% between now and 2021 and 75% of responding companies said they would implement full or significant automation during the next five years. The research was conducted by ACG Research on behalf of Ciena. Respondents included decision makers...Learn More

Parks: Smart Home Devices Driving Higher Demand for Tech Support, But Computer Problems are in Steady Decline

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Consumer computer problems, as well as problems with entertainment devices are declining steadily year-over-year, dropping by more than 50% since 2014, according to a new report from Parks Associates. However, smart home devices are creating more problems in households, according to the report. Thirty-four percent...Learn More

Wireless Customer Satisfaction Study: Unlimited Data Users Report Fewer Problems

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Wireless customers are relatively pleased with the quality of their networks and their legacy wireless devices, according to a new wireless customer satisfaction study from J.D. Power. The research firm says that quality may not have actually improved, but customer perception of quality has due...Learn More

Consumer Research on Smart Home Installation: Over 33% Struggle

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More than one-third of U.S. adults have problems setting up or operating connected devices, according to research from iQor, a managed service provider focused on customer support. The survey says that consumers take more than eight steps to resolve technical problems or issues concerning their...Learn More

Mobile Churn Research: One Third of Subscribers Have Made No Plan Changes in Over Two Years

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Most mobile users are staying with their legacy providers despite untold marketing dollars carriers spend trying to convince consumers to switch, according to new mobile churn research from Parks Associates. The research firm finds that only 14% of U.S. mobile subscribers switched providers as the...Learn More

U.S. Cellular and Nokia Team Up to Improve the Network Experience for Customers

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January 03, 2018 — CHICAGO–(BUSINESS WIRE)–U.S. Cellular and Nokia today announced that they are working together on a transformative intelligent operations system to better predict and determine network performance to enhance the wireless customer experience. By combining Nokia’s advanced analytics and a variety of “smart”...Learn More

J.D. Power: Wireless Router Satisfaction Declines, But Problems are Few

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Customers are less satisfied with their wireless routers than they were a year ago, according to J.D. Power. Wireless router satisfaction fell to 833 on a 1,000-point scale in 2017 compared to 847 in the 2016 report. Satisfaction fell in all 10 factors measured in...Learn More

Home Security Satisfaction: Tightly Focused Companies Beat Out AT&T, Comcast

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Two companies that focus primarily on security and automation grabbed the two top spots in a home security satisfaction survey from J.D. Power, followed by AT&T. Comcast, which like AT&T is a broadband provider that has also branched out into home security, came in sixth....Learn More

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

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