866.349.3234

Cable Customer Service Satisfaction Drops Further

Via Directsattv.com - Cable's customer satisfaction gap
Current trends show a rising customer satisfaction gap with their cable customer service according to the top customer satisfaction research companies. This satisfaction gap is measured using a number 1 to 10 and is derived by calculating the difference between how important a customer views a service area and how that customer rates the service area. For example, if a customer felt that program quality warranted a 9 in importance and that their satisfaction with this service area was a 7, the satisfaction gap would be 2. Across the board the cable customer service satisfaction gap is growing at an increasing rate, and as a result of this growing dissatisfaction, many customers are switching over to DIRECTV.

Currently, the most substantial gap (and the area that lags the furthest behind DIRECTV) is in the area of service disruption response time. On average, customers rate this as being very important--a 9.10--while their cable customer service satisfaction in this area falls at a dismal 6.73, leaving a sizable gap of 2.37.

Next we find the second biggest complaint, and the area in which DIRECTV finds itself the furthest ahead: overall value. As one may guess, customers place a lot of importance on the value of the service, and cable finds itself lagging further and further behind the competition. While customers ranked the importance of the overall value at a 9.03, satisfaction came in at merely 6.7, leaving a gap of 2.33.

Additionally, customers were dissatisfied with cable customer service in the areas of service disruption, billing, repair and service appointments, program quality, ease of customer service, programming options, and ease of installation. In fact the only area in which cable customer service exceeded that of its customer’s expectations was Pay Per View--the aspect considered by customers to be the least important of all. With this trend continuing and cable satisfaction gaps growing, it's no wonder that consumers are jumping ship at a growing rate and choosing DIRECTV for their home entertainment needs instead.

ADDITIONAL OFFER DETAILS