DISH named #1 in Overall Customer Satisfaction by J.D. Power for the second consecutive year

Discussion in 'General DISH™ Discussion' started by James Long, Sep 26, 2019.

  1. James Long

    James Long Ready for Uplink! Staff Member Super Moderator DBSTalk Club

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    DISH named #1 in Overall Customer Satisfaction by J.D. Power for the second consecutive year | Dish

    - First TV-provider to win J.D. Power customer satisfaction awards nationally and regionally

    - #1 nationally in 6 key J.D. Power study factors

    - Scored 31 points over the national average in overall satisfaction

    ENGLEWOOD, Colo., Sept. 26, 2019 /PRNewswire/ -- Today, DISH earned the J.D. Power accolade of being #1 in Overall Customer Satisfaction, for the second year in a row, in the U.S. Television Service Provider Satisfaction Study. This marks the first time a TV-provider has won all J.D. Power awards for best customer satisfaction, nationally and regionally.

    DISH rose above the competition in customer satisfaction, scoring 17 points over the nearest competitor in the national segment, and 31 points over the national overall satisfaction average compared to other TV-providers. DISH also leads the industry in six of the key study factors including Performance and Reliability, Cost of Service, Communications and Promotions, Billing and Payment, Features and Functionality, and Customer Service.

    "We are grateful to our customers for not only giving us feedback, but for trusting us to deliver on our commitment of being 'Tuned in to You,'" said Brian Neylon, group president of DISH. "Of course, this requires an incredible team willing to set challenging service goals to exceed customer expectations. Thank you to our dedicated employees who help DISH provide a premium entertainment experience."

    "Over the past several years, we have built our 'Tuned in to You' brand promise from our historical strength of listening to customers," said Neylon. "This award, which reflects the voice of thousands of customers, is proof to us that our focus on delivering the best technology, service and value is resonating."

    Best Technology
    DISH is the first brand to win J.D. Power's Features and Functionality factor, solidifying the company's leadership in innovation and technology. Year over year, DISH strives to lead the industry with advanced technology designed for easy customer use.

    Google Assistant: This year, DISH introduced a new voice control integration with the Google Assistant on Hopper family receivers, allowing customers to access the Assistant directly from the DISH voice remote. Customers can use the DISH voice remote to ask the Assistant questions related to what they're watching, as well as receive weather updates, find nearby restaurants, view photos on the screen, control smart home devices and more.

    DISH Anywhere: Hopper customers have the ability to watch 100 percent of their live and recorded content, plus thousands of on-demand titles, from any location on internet-connected mobile devices, including smart phones, tablets and computers, and televisions via Amazon Fire TV and Android TV.

    AutoHop and PrimeTime Anytime: DISH continues to improve its breakthrough services like AutoHop, which automatically skips TV commercials, and PrimeTime Anytime, which automatically records all primetime shows on major networks.

    Technology integrations: The Hopper family of receivers seamlessly integrates with popular apps including Netflix, YouTube and Pandora to make it a true entertainment hub.

    "Our product team is relentless in pursuing innovation and improving the experience for our customers, so receiving recognition in the Features and Functionality factor of the J.D. Power study demonstrates that we're pioneering the industry and gaining momentum," said Neylon.

    Best Customer Service
    DISH continues to make notable strides in customer service with its MyDISH app, investment in its Base Camp internal training program and initiatives designed to serve customers in home.

    The MyDISH app gives customers 24/7 access to their account, where they can manage programming, pay their bill, get quick support and order entertainment right from their personal device. Featured on the app, the My Tech tool focuses on delivering the best experience by allowing customers to map the arrival of their DISH technician and receive information about the technician, including name, picture and current location.

    Unique to DISH, Base Camp is a month-long, hands-on training program that puts all corporate team members in the shoes of front-line employees. They spend time and perform activities with customer-care and sales agents, and in-home technicians to better understand how DISH best serves its customers.

    Earlier this year, in the J.D. Power 2019 U.S. Telecom In-Home Service Technician Study, DISH In-Home Services ranked #1 in Customer Satisfaction for the second year in a row. DISH received top rankings in all factor categories including Quality of Work, Courtesy and Professionalism of Technician, Timeliness of Completing Work, and Scheduling an Appointment. With three decades of experience, DISH's in-home technician force helps people with millions of devices each year – TV, audio, smart home devices, appliance care and more.

    Best Value
    DISH aims to provide customers with choices at an incredible value – at home and on-the-go. DISH customers get the best rate with a two-year price guarantee, with the ability to customize their programming packages anytime along the way. DISH gives the option to lower each bill by $12 per month by removing local broadcast channels. Across the nation, these channels are available via an over-the-air antenna at no cost, and can be integrated into the Hopper guide.

    In 2018, DISH received J.D. Power's award for being #1 in Overall Customer Satisfaction. DISH also led the industry in four out of the six study factors including Performance and Reliability, Cost of Service, Billing and Payment, and Customer Service.

    For more information, visit www.dish.com.
     
  2. NYDutch

    NYDutch DBSTalk Club DBSTalk Club

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    I'm never sure in these customer service rankings if a high rating is an indicator of how good the winner is, or how bad everyone else is... ;)
     
    salyavin and DJ Lon like this.
  3. n0qcu

    n0qcu Legend/Supporter DBSTalk Gold Club

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    Or how much the "winner" pays them.
     
  4. mwdxer

    mwdxer Well-Known Member

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    You have to separate the disputes from overall Dish satisfaction. All of the carriers have disputes, so that is nothing new. But I think as time goes on, and the availability of high speed internet nationwide, the cable & satellite services will lose a lot of subs. Will there be enough in the end to support the service?
     
  5. twistedfister77

    twistedfister77 New Member

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    more like #1 in dissatisfaction!!!!! tired of losing channels that matter to me, I need BTN for my Badgers, I chatted with dish and all I got was some lame ass excuses and some weak offers, I wasn't looking for anything either, time to pay off my contract and go back to cable!
     
  6. Willh

    Willh Legend

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    i think any company can bribe JD Power to say they are good at customer satisfaction. last year, Jimmy Kimmel did a bit where Jimmy Kimmel Live was named the "Most Reliable Midsize Late Night Talk Show With The Same Host for 15 Consecutive Years" which was Kimmel's way if saying that JD Power could be easily bribed and their credibility can be wrecked instantly.
     
  7. mwdxer

    mwdxer Well-Known Member

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    Expect this...This is the future of cable/satellite TV. The programmer want HUGE increases and the providers cannot afford to take that much expense on, especially with the loss of so many subscriptions. AT&T/Direct TV has stated that there will be many disputes in the coming year as there will be many contracts to renew. AT&T/Direct said, they will not okay big increases, period. So this is the future. They will not pay more money. Either satellite/cable pays the increases and our bills go up a lot, or we do without certain channels. And many will be sports channels, as they are the most expensive. By the way, cable subs are dropping to, so they are in the same boat. Cable seems to be more happy to pay the piper and cable is more expensive at least for now. I just read in the next 5 years, cord cutters will increase by 50 million. Even if it is half that much, can you imagine what that will do to satellite/cable companies. Already there are a few cable companies that no longer sell TV. They only handle internet & phone. Welcome to the new normal... Not happy, but little we can do about it...
     
    NYDutch and techguy88 like this.
  8. Jeff41

    Jeff41 New Member

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    LOL "I thoroughly enjoy looking at the wide array of 'your channel has been removed by X' slates on my guide. I am so satisfied"
     
  9. Oct 4, 2019 #9 of 10
    satcrazy

    satcrazy Icon

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    Great...
    epaste this query;

    how many subscribers has direct lost in the last three years

    ALL providers are getting hit. Something has to change. we, the majority, are resenting the cost of lame TV.
    Stop and count your favorite chanels.
    I'll bet you don't need three hands.
    For years, everyone wanted a la cart tv. Well, with streaming we're getting close.
    Providers have to know this, and, if they do not do something inovative AND more importantly, AFFORDABLE, their base will be public spaces, ie, airports, hospitals, waiting rooms, etc.

    Years back, when Dish was disputing the AMC contract [ I think it was that one] they were giving re-man Roku's to customers who called. I still have mine and the last couple of years I've learned to realy enjoy it. Thanks, Dish.
    Little did dish know at the time that Roku's may replace them.

    Dish has, for the most part, been fair with me so I stuck around. Lately though I find the customer service lacking. it's not what it use to be. That was one of the biggest reasons I left Direct years ago. As we all know, pricing has gone crazy.

    Cable here is inferior, so my resort is streaming.
    It'll be the norm before you know it.
     
  10. Newshawk

    Newshawk Hall Of Fame

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    Broken...
    Considering that Dish owns Sling TV, I don't think they're that worried...
     

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