DIRECTV Continues to Top Cable in American Customer Satisfaction IndexEL SEGUNDO, Calif.--(BUSINESS WIRE)--May 15, 2007--For the seventh year in a row, DIRECTV, the nation's leading satellite television service, received a higher score for customer satisfaction than all cable TV companies in the American Customer Satisfaction Index (ACSI).
In this year's ACSI survey, DIRECTV posted an index score of 67, reflecting customers' overall satisfaction with the service, compared to the cable and satellite TV category, which scored a 62 overall. Customers surveyed by the ACSI in the first quarter of 2007 were asked about such issues as perceived quality, perceived value and their expectations prior to subscribing to the service. The ACSI also measures customer loyalty and retention.
"Once again, no other cable or satellite provider has a higher customer satisfaction rating than DIRECTV," said John Suranyi, president, DIRECTV Sales and Service. "We take great pride in that knowledge and our employees are to be congratulated. While we improved in some areas, we still have work to do in others to bring our performance levels up to where we believe they need to be to consistently exceed the expectations of our customers. We have initiatives in place to achieve that goal and further distance ourselves from the competition."
ACSI was developed by the National Quality Research Center (NQRC) at the Stephen M. Ross Business School at the University of Michigan.
Last year, DIRECTV was ranked "Highest in Customer Satisfaction Among Satellite/Cable TV Subscribers" in the 13-state Eastern region of the United States, according to the J.D. Power and Associates 2006 Residential Cable/Satellite TV Customer Satisfaction Study(SM).
Source: DIRECTV, Inc.
In this year's ACSI survey, DIRECTV posted an index score of 67, reflecting customers' overall satisfaction with the service, compared to the cable and satellite TV category, which scored a 62 overall. Customers surveyed by the ACSI in the first quarter of 2007 were asked about such issues as perceived quality, perceived value and their expectations prior to subscribing to the service. The ACSI also measures customer loyalty and retention.
"Once again, no other cable or satellite provider has a higher customer satisfaction rating than DIRECTV," said John Suranyi, president, DIRECTV Sales and Service. "We take great pride in that knowledge and our employees are to be congratulated. While we improved in some areas, we still have work to do in others to bring our performance levels up to where we believe they need to be to consistently exceed the expectations of our customers. We have initiatives in place to achieve that goal and further distance ourselves from the competition."
ACSI was developed by the National Quality Research Center (NQRC) at the Stephen M. Ross Business School at the University of Michigan.
Last year, DIRECTV was ranked "Highest in Customer Satisfaction Among Satellite/Cable TV Subscribers" in the 13-state Eastern region of the United States, according to the J.D. Power and Associates 2006 Residential Cable/Satellite TV Customer Satisfaction Study(SM).
Source: DIRECTV, Inc.
