Netflix, Hulu, Other Streamers Trounce Pay TV on Customer Satisfaction – Variety

Netflix, Hulu, Other Streamers Trounce Pay TV on Customer Satisfaction – Variety

This gained’t come as an enormous shock: Customers of streaming-video corporations like Netflix and Hulu are far happier with their service general than subscribers of conventional cable, satellite tv for pc and telco TV operators.

That’s in line with the American Customer Satisfaction Index, a analysis org that maintains well known benchmarks in a number of industries. This yr, for the primary time, the ACSI measured video-streaming companies — which debuted with a mean rating of 75 out of 100.

That crushed the U.S. pay-TV common of 62, which fell three% year-over-year to an 11-year low on the 2018 report. Indeed, pay TV continues its doubtful distinction as one of many most-hated industries amongst American shoppers: The sector’s common rating of 62 is tied with U.S. web service suppliers for the bottom buyer satisfaction of all 46 industries tracked by the ACSI.

By almost each measure, prospects of streaming suppliers say they’re extra happy than these of conventional pay-TV companies.

“Video streaming services significantly outperformed subscription TV,” David VanAmburg, ACSI’s managing director, stated in asserting the findings.

For one factor, cable TV has been round for many years — and has an extended historical past of angering prospects with continuous price hikes and subpar customer support. In addition, Netflix, Hulu, Amazon Prime Video and different companies are cheaper and easier to make use of than cable or satellite tv for pc TV choices, they usually don’t have the hidden charges sometimes related to cable and telecom companies, VanAmburg stated.

Among video-streaming companies, Netflix, Sony PlayStation Vue, and Amazon-owned Twitch have been the leaders of the pack on ASCI’s survey, tying with a rating of 78. Apple iTunes and Microsoft Store tied with 77, and Google’s YouTube Red (which is being supplanted by YouTube Premium) notched a rating of 76, adopted by Amazon Prime Video, Hulu, Vudu, and Google Play with 75.

Other streaming companies ACSI measured have been CBS All Access (74), HBO Now and Starz (each with 72), Dish Network’s Sling TV (71), AT&T DirecTV Now and Showtime Anytime (each with 70), and the free, ad-supported Sony Crackle (68). Even in final place within the class, Sony Crackle rated increased than almost all subscription-TV companies.

Pay-TV suppliers turned in significantly decrease scores. Near the underside of the pack: Comcast’s Xfinity TV, with a dismal rating of 57 (down 2% from final yr). The solely pay-TV operators tracked by ACSI with decrease scores have been Frontier Communications with 56 and Mediacom with 55.

This yr, AT&T’s U-verse TV topped the subscription-TV checklist with a rating of 70 (unchanged), adopted by Verizon Fios at 68 (down Four%) and Dish held regular at 67. DirecTV and Alice USA’s Optimum each dropped 6% to 64 and 62, respectively. Cox Communications got here in at 60 (down 2%), whereas Charter Communications’ Spectrum and Alice USA’s Suddenlink each turned in scores of 58 (a drop of Eight%).

One caveat in evaluating Netflix and others with Comcast is that ACSI makes use of totally different weighted metrics for the varied business segments. But one space that jumps out is call-center satisfaction: Among pay-TV suppliers, that rating dropped three% this yr to a mean of 63 — significantly under the 75 common for video-streaming suppliers.

Video-streaming companies additionally acquired excessive marks for ease of understanding the invoice (80) and web site satisfaction (80), and general efficiency and reliability (78), whereas prospects rated them decrease on availability of the current-season TV exhibits (71) and new film titles (69).

Among subscription-TV suppliers, the top-rated metric is HD image high quality, which held regular at a rating of 80. But together with the dissatisfaction with name facilities, pay-TV subs once more gave operators low marks for ease of understanding the invoice (73) and skill to reduce service disruptions and outages (72).

Meanwhile, buyer satisfaction for ISPs dropped three% in 2018, to a mean of 62. One of the chief causes, in line with the ACSI: More than half of Americans have just one selection for high-speed broadband. Scores for each main ISP deteriorated this yr besides Comcast’s Xfinity Internet, which remained unchanged at 60.

The ACSI’s 2018 Telecommunications Report is predicated on 45,292 buyer surveys collected between April 19, 2017 and March 17, 2018.

The full report could be accessed at this link. Here are the ACSI rankings for video-streaming and subscription-TV suppliers:

Video-Streaming Services

2018 Score
Netflix 78
Sony PlayStation Vue 78
Twitch (Amazon) 78
Apple iTunes 77
Microsoft Store 77
YouTube Red 76
Hulu 75
Amazon Prime Video 75
Vudu 75
Google Play 75
CBS All Access 74
HBO Now 72
Starz 72
All Others 71
Sling TV 71
DirecTV Now 70
Showtime Anytime 70
Sony Crackle 68

Subscription-TV Services

2018 Score YoY Change
AT&T U-verse TV 62
Verizon Fios 68 -Four%
Dish 67
DirecTV 64 -6%
All others 62 -2%
Altice USA Optimum 62 -6%
Cox 60 -2%
Charter Spectrum 58 -Eight%
Altice USA Suddenlink 58 -Eight%
Comcast Xfinity 57 -2%
Frontier Communications 56 -7%
Mediacom 55 -2%

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