Subscription TV Service
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SUBSCRIPTION TV
SERVICE
With new streaming services popping up every day, traditional subscription television providers must keep their customers satisfied if they want to retain them and continue growing. ACSI’s unique diagnostic modeling helps decision-makers identify which improvement efforts will yield the greatest impact in driving customer loyalty.
At a glance:
Subscription TV Service
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Inaugural year:
2001
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Updated:
annually
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most recent data:
2023
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Companies:
10 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
Subscription TV Service
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Subscription TV Service | 66 | 69 | 5% |
| 1 | Xtream (Mediacom) | 58 | 66 | 14% |
| 1 | Optimum (Altice USA) | 57 | 60 | 5% |
| 1 | DIRECTV | 66 | 67 | 2% |
| 1 | Dish Network | 65 | 68 | 5% |
| 1 | Xfinity (Comcast) | 65 | 67 | 3% |
| 1 | Spectrum (Charter Communications) | 63 | 65 | 3% |
| 1 | Cox | 61 | 66 | 8% |
| 1 | Frontier Communications | 61 | 72 | 18% |
| 1 | U-verse TV (DIRECTV) | 73 | 78 | 7% |
| 1 | Verizon Fios | 71 | 74 | 4% |
| 1 | All Others | 63 | 65 | 3% |
Subscription TV Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 77 | 81 |
| Courtesy and helpfulness of store/service center staff | 75 | 80 |
| HD picture quality | 77 | 80 |
| Picture quality | 76 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 77 | 80 |
| Speed of store/service center transaction | 75 | 79 |
| Ease of using remotes, on-screen menus, and program guide | 75 | 77 |
| Website satisfaction | 75 | 77 |
| Range of channels available | 73 | 76 |
| TV signal reliability | 74 | 76 |
| Ease of understanding bill | 73 | 75 |
| Premium channels available | 72 | 75 |
| Call center satisfaction | 65 | 68 |
Industry averages are weighted by companies’ market shares.