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.

The Daily

Subscribe

CableLabs Explores a New Connectivity Era That Is About More Than Just Speed

Internet speed records are all the rage these days, with two separate breakthroughs making the headlines recently. One is more in the distant future, but the other hits closer to home.

Read the Full Issue
The Skinny is delivered on Tuesday and focuses on the cable profession. You'll stay in the know on the headlines, topics and special issues you value most. Sign Up

Calendar

Sep 11
2025 Faxies Awards Faxies Nominations Open! Final deadline: 4/4/25
Full Calendar

Jobs

Seeking an INDUSTRY JOB or hiring for one?
VIEW JOBS

In conjunction with our sister brand, Cynopsis, we are offering hiring managers a deep pool of media-savvy, skilled candidates at a range of experience levels and sectors. The result will be an even more robust industry job board, to help both employers and job seekers.

Contact Carley Ashley, [email protected], for more information about posting a job on the website and our Jobs newsletter, sent twice weekly to 85,000 media professionals.