A customer service and satisfaction survey issued in a recent press release by J.D. Power, names Verizon FiOS, DISH Network and DirecTV as the top television service providers.
In a press release issued by J.D. Power and Associates on October 7, 2009, "Customer satisfaction with television service providers has increased considerably from 2008 as a result of improvements in outages and problem resolution, according to the J.D. Power and Associates 2009 U.S. Residential Television Service Satisfaction StudySM released today."
Based on surveys from 28,118 households three times during the year, the average jumped by 23 points (last years average) to 632 points out of 1,000 for overall customer satisfaction.
Average wait time for customer service is down this year, and fewer customers are experiencing outages. Good news for the major television service providers, Verizon FiOS, DISH Network and DirecTV. However, according to the study, customer loyalty has dropped off, indicating the percentage of cable customers looking for less expensive options is increasing. People are keeping their options open to better deals. If a better deal comes along, they're more likely to jump ship and change providers.
Personal habits - the way we watch television - are changing as well. Pay-per-view is down as people try and save money. On the other hand, DVR usage has increased, confirming the trend to trim the budget with free programming.
The J.D. Power study measured overall customer service, performance and reliability, cost, billing, and promotions, in 4 geographic regions: North, South, East and West. Based on the study in the East for instance, Verizon FiOs ranked highest with a score of 714, while DirecTV and DISH Network came in second and third. Each region was slightly different with AT&T U-verse, Cox and WOW! switching places on the graphs.
Who is J.D. Power and Associates?
Established in 1968 and headquartered in Westlake Village, California, J.D. Power and Associates is a business unit of The McGraw-Hill Companies that is well known for its global marketing information based on independent consumer surveys of product and service quality, customer satisfaction, and buyer behavior. For more information, and to view the rest of the study results, go to jdpower.com
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#1 Unsatisfactory Service
I am taking the time to report to you that I received very bad service at your Muncie store. We went to the wrong Verizon store and did a transaction thinking we were at the right one. The New incredible phone was being held for us via a phone call from the Marion store. We stopped a few blocks short of the place we were instructed to go. After we did the transaction and left the store we realized our error and went back to undo our mistake only to find they would not reverse the transaction and give our money back. I believe it is a law they have to do that, especially within a few hours or in our case minutes. We had to wait an extra 5 days for my grandson to receive his phone because they didn't have the phone in stock and the other store did. I thought you were in the business to serve the customer. I can give you more details by phone if you wish. My number is 765-618-8344. The store that did us this way was m3166 01. Not only did he have to wait an extra amount of time, but we traveled to Muncie so he would have the phone for his birthday then to find they did not have it as we had thought they would. If they would have answered out question truthful we would have checked the store down the street. They wanted credit for the sale and that was all that was important to them.