Speaking at last week's Business Insider conference in New York, Comcast CEO Brian Roberts gave some insight was to why he believes cable companies rank at or near the bottom of consumer satisfaction surveys.
"Well, your people didn't show up on time" and therefore let's fix that and will that actually change the score and suddenly we're the best company in America? Google's free. Facebook is free. We charge, and we collect for every piece of content rights. Every movie star. Every athlete. Every possible piece of content we pay," Roberts said.
"We're up to well in excess of $13 [billion] to $14 billion a year at this one company to procure that content on behalf of the consumer, and it's grown on average as an industry about 8 percent to 12 percent a year compounded for a decade. If you drop a channel, you're incredibly unpopular, and if you pass along a rate increase, you're incredibly unpopular. So I think that is the essence, in my opinion, of why the category is perceived and then you make foot faults: You didn't show up on time or it didn't work." Article