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ACSI, MarketWatch

Pay TV Subscriptions Falling, Along With Customer Satisfaction With Cable — Another Survey Names the ‘Most Hated Cable Company in America’

Jun 2, 2015  •  Post A Comment

A report published today by the American Customer Satisfaction Index shows a decline in customer satisfaction with cable companies, and names what MarketWatch calls the “most hated cable company in America” — or maybe the two most hated. Coming in tied for the lowest score in the survey are Time Warner Cable and Mediacom Communications.

TWC declined 9% from last year to a score of 51 out of 100 on the survey of more than 14,000 consumers. Mediacom, which was not ranked a year ago, also had a score of 51.

Subscription TV services overall — including cable and satellite — fell 3.1% from a year ago to an average score of 63. That score matches the 63 for Internet service providers, with those two industries finishing at the bottom among the 43 industries ranked in the survey.

The report comes on the heels of a similar survey by Consumer Reports, which we reported on last week and which had similar results.

Citing research from ISISWorld, MarketWatch reports that cable TV subscriptions in the U.S. have been steadily falling in recent years, from 104 million in 2011 to 100.8 million in 2015.

“This rising dissatisfaction with subscription TV services — as well as viable alternatives to cable like Netflix … and Hulu — may explain why consumers are ditching cable in droves,” MarketWatch notes.

Of the Pay TV serivces listed in the ACSI report for 2015, Verizon Communications (FiOS) had the highest score, a 71 out of 100, up 4% from 2014. Next was AT&T (U-verse) with a 69 (unchanged), followed by DirecTV (68, -1%), Dish Network (67, unchanged), Cablevision Systems (67, not ranked last year), an a grouping for “all other subscription TV companies (66, unchanged).

The rest of the list: Bright House Networks (65, not ranked last year), Charter Communications (63, +5%), Cox Communications (62, -2%), Suddenlink Communications (57, not ranked last year), Comcast (54, -10%), Mediacom (51, not ranked last year), Time Warner Cable (51, -9%).

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