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 significantly outperformed subscription TV,” David VanAmburg, the Managing Director of the ACSI, said in a press release. “Streaming services don’t have the hidden fees and six-month rates that subscription TV does, not to mention they’re cheaper and simpler. But because consumers don’t have many options when choosing a subscription TV provider, those businesses don’t see a lot of risk in customer dissatisfaction, and we’re unlikely to see dramatic changes any time soon.”
Video Customer Satisfaction
The survey rated individual services. Netflix, Sony PlayStation Vue, and Twitch all scored 78s. Apple iTunes and the Microsoft Store were a point behind and YouTube Red was at 76. Amazon Prime Video, Google Play, Hulu and Vudu hit the average of 75, while CBS All Access was 74 and HBO Now and Starz were at 72. The last tier included Sling TV at 71, DIRECTV NOW and Showtime Anytime at 70 and Sony Crackle at 68.
ACSI also looked at specific attributes. The video streaming services group scored well for understanding the bill (80), website satisfaction (80) and call centers (75). Respondents were less positive about the group on availability of current season’s shows (71) and new movie titles (69).
ACSI took a closer look at subscription TV and its 62 score, which is an 11-year low. AT&T’s U-verse was tops with a 70, which was one of only two organization whose score stayed the same. The rest dropped. Verizon Fios fell 4% to 68 and DISH Network stayed at 67. The mid-tier included Directv and Optimum, which both fell 6% to 64 and 62, respectively. Cox Communications lost 2% to finish at 60 and Spectrum and Suddenlink fell 8% to 58. The lower group included Comcast Xfinity (down 2% to 57), Frontier Communications (down 7% to 56) and Mediacom (down 2% to 55).
Subscribers liked subscription TV’s HD picture quality, which held at 80. Courtesy and thoughtfulness of store and service center staff scored a 77 and speed of transaction a 76. Call center satisfaction lost 3% to score 63.
Last year’s ACSI survey found that overall satisfaction with pay-TV subscriptions dropped 1.5% to 64, which tied the sector with ISPs for last place in the 43 industries tracked. This result likely led ACSI to add streaming services to the list.
