TV Provider Customer Satisfaction Survey
The rating each provider received was an average of scores across all five areas of customer satisfaction from our 2016 Customer Satisfaction Survey.
We asked customers the following questions:
- How satisfied are you with your TV service install and setup? (Fees, scheduling, etc.)
- How satisfied are you with your TV package’s channels?
- How satisfied are you with your TV signal reliability?
- How satisfied are you with the cost of your monthly TV bill?
- How satisfied are you with your TV provider’s technical support and customer service?
- How many hours of TV do you typically watch per day?
See which top providers are available in your area
Best TV Providers for Installation
Survey Question: How satisfied are you with your TV service install and setup? (Fees, scheduling, etc.)
Satellite companies in general earn higher marks for their installation process. While it can be more involved than cable, companies like DIRECTV offer free installation and have built a reputation for excellent customer service.
DIRECTV does a particularly admirable job on this front with a large section of support and resources directed towards installation and the new customer experience. It’s an approach that’s winning kudos from customers and keeping them satisfied enough to commit to a two-year contract.
Best TV Providers for Channel Selection
Survey Question: How satisfied are you with your TV package’s channels?
As we previously indicated, Verizon Fios has a fiber-optic network that allows them to offer a particularly high channel count and a good amount of dynamic HD. But the customer satisfaction here also stems from their custom TV packages, where you can choose a slimmed down bundle and add-on sports, movies, and kids programming affordably.
DIRECTV, the home of NFL SUNDAY TICKET, nips closely at their heels with a wealth of programming aimed at sports fans. While DISH doesn’t have the highest channel count, their affordably priced bundles give the most bang for your buck. Providers like Verizon Fios are proving to the TV industry that customer satisfaction isn’t just about channel count; it’s also about choice.
Best TV Providers for Reliability
Survey Question: How satisfied are you with your TV signal reliability?
While Verizon Fios may not be widely available, current customers are enjoying the benefits of a reliable, fast fiber-optic network that provides consistent excellence in entertainment. Part of this satisfaction stems from Verizon’s strategic approach to expanding their service footprint, focusing on areas where they can support service in a cost-effective manner and giving up other markets that are struggling to present value.
Instead of expanding fast and furiously, Verizon has chosen to develop their network methodically, demonstrating wisdom gleaned from decades of involvement in a changing telecommunications industry. Fiber-optic networks like Frontier and AT&T are close behind, offering unprecedented, reliable internet speeds coupled with affordable TV.
Best TV Providers for Price
Survey Question: How satisfied are you with the cost of your monthly TV bill?
DISH Network continues to offer a terrific value to its customers with some of the most affordable bundles in the TV industry, packing nearly 200 channels into a package that tops out at $55 a month. But the real value here is DISH’s focus on transparency in their billing. My DISH offers customers plenty of examples of bills with detailed explanations, setting expectations for pricing beyond the promotional period.
While there have been some complaints directed at the company in regards to aggressive marketing tactics, it appears that DISH’s own customers are highly satisfied with the support and value they’re seeing in the monthly bill. Fiber-optic networks like Verizon and Frontier lag behind likely due to higher pricing, but still maintain high levels of satisfaction for strong customer service, affordable bundles, and transparent billing practices.
Best TV Providers for Customer Service
Survey Question: How satisfied are you with your TV provider’s technical support and customer service?
It’s not surprising to see companies like DIRECTV and Verizon turning in a strong performance in customer service. But who is this company taking the lead on customer service in a troubled industry? RCN is hitting a home run with strong customer satisfaction and loyalty and there are a few reasons why. While their package prices are more expensive, it’s those peppy internet speeds and the focused attention they provide to a localized customer base that wins RCN points at the expense of other larger providers.
A continued commitment to expanding their service area and more affordably priced bundles will help increase RCN’s popularity. Keep your eye on the new kid, folks. RCN is definitely got our vote for cable company most likely to win your actual affection.