There has been much discussion about the impressive penetration rates of cable telephony (from this forum included). We believe in giving credit where credit is due. But it appears that some of their luster may be fading. The most recent study by the American Customer Satisfaction Index (ACSI), conducted by the University of Michigan, shows customer satisfaction with telephony services from companies like Comcast and Cox have declined in the past year. One potential factor in the declining satisfaction numbers may be that the discounted introductory pricing offered by new telephony entrants is starting to expire for some of the early adopters. Cox’s satisfaction numbers were down by about 8%, and Comcast was down by about 3%. On average wireline telecom companies score 70 out of 100 for satisfaction. Cox matched that this year, but they were actually higher than telecom carriers last year. Comcast came in at 67 out of 100.
For much more detail on this study, check out this Telephony Online post.
