We live in a strange world these days. Not too long ago, J.D. Power released telephone customer satisfaction ratings that had cable companies leading telephone companies. Now it’s payback time. A recent research study by ChangeWave Research has Verizon topping video satisfaction, leading all cable companies. AT&T didn’t come in number two, but does lead Cox, Cablevision, Time Warner and Charter in customer satisfaction. DirecTV and Dish Network led all cable companies as well.
While these customer satisfaction studies are revealing, we will really need to view them over time before drawing firm conclusions. Consumers often engage in a “honeymoon” phase with new providers, rewarding them with high satisfaction rates early on. Both cable and telecom are relatively new to each other’s game, and are doing their best to impress new customers. Their ability to sustain high satisfaction over time will be much more of a challenge. Those who succeed will certainly gain a competitive advantage.
Check out this Hollywood Reporter article for more info on the study.