DIRECTV Further Distances Itself From Cable and Dish Network in 2009 American Customer Satisfaction Index
Rates Higher Than All Major Cable Companies for Ninth Consecutive Year
EL SEGUNDO, Calif.--(BUSINESS WIRE)--For the ninth straight year DIRECTV, the nation’s No.1 satellite television service, has once again scored higher for customer satisfaction than all major cable TV companies, in the American Customer Satisfaction Index (ACSI). DIRECTV’s score also soared even further past Dish Network this year by seven points, making it the only satellite company to outrank all cable companies surveyed.
In this year’s ACSI survey, DIRECTV improved its position by three points from last year and posted an index score of 71, reflecting customers’ overall satisfaction with the service, compared to the cable and satellite TV industry, which received an average score of 63. Specifically, DIRECTV scored five points higher than Cox Communications, 12 points higher than Comcast and Time Warner and 20 points higher than Charter Communications. Customers surveyed by the ACSI in the first quarter of 2009 were also 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.
“We understand that our customers have many options when it comes to choosing a television service provider, which is why it is vital for us to continue delivering the best customer experience possible,” said Mike Palkovic, executive vice president of Operations for DIRECTV. “Our No. 1 ranking in the 2009 ACSI survey reflects the hard work and dedication of all DIRECTV employees and customer service representatives. While we improved our position within the survey this year, we will continue to stay vigilant on improving all facets of the overall customer experience to further distance ourselves from the competition.”
Rates Higher Than All Major Cable Companies for Ninth Consecutive Year
EL SEGUNDO, Calif.--(BUSINESS WIRE)--For the ninth straight year DIRECTV, the nation’s No.1 satellite television service, has once again scored higher for customer satisfaction than all major cable TV companies, in the American Customer Satisfaction Index (ACSI). DIRECTV’s score also soared even further past Dish Network this year by seven points, making it the only satellite company to outrank all cable companies surveyed.
In this year’s ACSI survey, DIRECTV improved its position by three points from last year and posted an index score of 71, reflecting customers’ overall satisfaction with the service, compared to the cable and satellite TV industry, which received an average score of 63. Specifically, DIRECTV scored five points higher than Cox Communications, 12 points higher than Comcast and Time Warner and 20 points higher than Charter Communications. Customers surveyed by the ACSI in the first quarter of 2009 were also 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.
“We understand that our customers have many options when it comes to choosing a television service provider, which is why it is vital for us to continue delivering the best customer experience possible,” said Mike Palkovic, executive vice president of Operations for DIRECTV. “Our No. 1 ranking in the 2009 ACSI survey reflects the hard work and dedication of all DIRECTV employees and customer service representatives. While we improved our position within the survey this year, we will continue to stay vigilant on improving all facets of the overall customer experience to further distance ourselves from the competition.”
