Comcast, TWC lag behind in latest J.D. Power customer satisfaction survey

The Nos. 1 and 2 cable companies in the U.S., Comcast (NASDAQ: CMCSA) and Time Warner Cable (NYSE: TWC), ranked near the bottom in a survey conducted by J.D. Power, which polled consumers on their general satisfaction with video, Internet and phone services.

Polled by region, Verizon FiOS (NYSE: VZ) finished consistently at the top in terms of video service, tying for first with DirecTV (NASDAQ: DTV) in the East region with a score of 738 out of a possible 1,000. Verizon also ranked first in the South region video services (751 points), as well as East and South regional broadband service (712 and 725 points respectively).

AT&T U-verse (NYSE: T) (ranked first in North Central region video services as well as West region broadband) and Dish (NASDAQ: DISH) (first in West region video) also had strong consumer satisfaction indexing.

Neither Comcast nor Time Warner Cable ranked highly in any regional category.

Customers polled ranked their satisfaction based on performance and reliability.

"The ability to provide a high-quality experience with all wireline services is paramount as performance and reliability is the most critical driver of overall satisfaction," said Kirk Parsons, senior director of telecommunications at J.D. Power. "While customers may be leveraging the same network or connection across multiple services, their experience can be different given the equipment type, connection to the home, service plans used and the different activities performed on each."

J.D. Power customer satisfaction TV service

Customer satisfaction ranking, East region, for TV service providers. (Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction Study)

For more:
- see this J.D. Power statement

Related links:
DirecTV, Dish lead in customer satisfaction
Charter, TWC, Cox, Cablevision ranked last in Temkin customer service ratings
Bright House, Dish Network rank top in customer satisfaction study

Suggested Articles

Cable, satellite, and telecom pay TV providers should expect one of the worst years ever for cord cutting, according to eMarketer.

Comcast may be under pressure to split up its cable and media businesses and one analyst said that such a move could unlock value for both assets.

Blockgraph has partnered with TVSquared to provide omni-channel TV measurement and audience activation.