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DirecTV received the highest score for customer satisfaction among satellite and cable TV companies in a ratings survey conducted by the American Customer Satisfaction Index (ACSI) in first quarter 2002.

"Satellite TV companies do a much better job in all facets of customer satisfaction than cable companies, and the gap is getting even larger," said David VanAmburg, director of the ACSI. "In fact, there is a huge gap between what is being promised and what is being delivered, which leads to a lot of disgruntled cable customers who leave for satellite television."

Of the satellite and cable TV companies included in the ACSI, DirecTV posted the highest index score - a 70. EchoStar's DISH Network earned a score of 68.

As for cable companies, AOL Time Warner, which owns Time Warner Cable, was the highest with a score of 61, followed by AT&T Broadband and Comcast, each with a score of 56, and Charter with a score of 53. The overall weighted average for cable TV companies was 58.

Customers surveyed by the ACSI were asked about issues such as perceived quality, perceived value and their expectations prior to subscribing to the service. The ACSI also measures customer loyalty and retention.

The ACSI is produced through a partnership with the University of Michigan Business School's National Quality Research Center.

From SkyReport (Used with Permission)
 
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