Despite their relatively short market history, telco IPTV providers are well-positioned and lead in customer satisfaction and brand loyalty, according to a survey just published by analyst firm Strategy Analytics. More than 80 percent of Verizon FiOS and AT&T U-Verse TV customers reported to be "very" or "extremely" satisfied with their provider. Cable customers, on the other hand, had the lowest satisfaction levels, with Time Warner Cable subscribers the most likely to churn if offered a compelling price discount.
The report, "Digital TV Customer Satisfaction and Propensity to Churn: U.S. Survey Results 2H’08," polled 842 U.S. digital TV subscribers on the "three pillars" of customer churn: customer satisfaction levels, propensity to churn, and perceived obstacles to defecting. In today’s competitive climate, customer retention must be a top priority, according to the report.
Telco IPTV providers have established themselves in the TV market with, most noticeably, an exceptional level of customer service, the report indicated.
The survey, fielded in late 2008, includes data from the top U.S. DTV providers, including Comcast, AT&T, Verizon, Time Warner Cable, Cox, DirecTV and Dish.