Cable Responds to Customer Satisfaction Study

[Steve Mehs]

Cable interests said they know their business needs to improve service to subscribers, especially after J.D. Power and Associates put most cable companies below an average score for customer satisfaction.

Last week, JD Power and Associates said satellite TV continues to beat cable in terms of customer satisfaction. Among cable companies, Cox and Adelphia were the only ones not to fall below JD Power's average industry score of 98. All other cable operators ranked below that average: Insight earned a 97, Time Warner Cable ranked a 96, AT&T Broadband scored a 95 and Comcast scored a 91, according to the JD Power study.

"In the course of upgrading hundreds of thousands of miles of plant, and rolling out millions of units of new services, cable operators have experienced growing pains, which they're working conscientiously to address by focusing on improving care and service for their customers," said Rob Stoddard, senior vice president of communications and public affairs at the National Cable and Telecommunications Association.

From SkyReport (http://www.skyreport.com/skyreport/sept2002/090902.htm#three) (Used with Permission)

[Karl Foster]

Where I live, AT&T should rate a 2. They are horrible. In a city of 100,000 not to have digital cable available to many of the households, and no cable modem access. No wonder dishes (albeit E* dishes) are popping up like daisies around here.

[Randy_B]

Charter must be so low they didn't even warrant a mention.

[minnow101]

"In the course of upgrading hundreds of thousands of miles of plant, and rolling out millions of units of new services, cable operators have experienced growing pains, which they're working conscientiously to address by focusing on improving care and service for their customers..."

What a load of crap ! Cable has always enjoyed the lowest levels of customer satisfaction and cable companies have not for the past 20 years always been laying " hundreds of thousands of miles of plant, and rolling out millions of units of new services"
The only reason they are upgrading now is because of the competitive threat of satellite, otherwise we'd all still be enjoying 12 channels at $60.00 per month.

[Gemini365i]

Where I live in NYC, CableVision is the absolute WORSE! in terms of CTV.