Throughout the year, CableTV.com experts research and test TV services to help support our readers in their search for a TV provider. But to get the most accurate picture of TV providers’ overall value, we conduct an annual customer satisfaction survey. That way, we can add real-life, daily experience to our experts’ opinions and produce the highest-resolution image of a TV provider’s overall value.
For 2022, we surveyed customers of 10 top TV providers in three categories: overall customer satisfaction, features and functionality, and pricing and subscriptions. This year, the resulting pile of data produced one clear winner—Verizon Fios—plus other valuable insights on the rest of the pack.
TV trends for 2023
Verizon Fios is the best TV provider for customer satisfaction
For 2023, the best TV providers for customer satisfaction are Verizon Fios (78%), DIRECTV (69%), and Cox (68%).
Verizon Fios was the highest-rated TV provider in last year’s survey, scoring 63%—and it claims the title for 2023 with an impressive 78% of customers saying they’re completely or very satisfied with Verizon Fios’s TV service.
And Verizon isn’t done winning in our 2023 survey.
Verizon Fios TV dominates the competition
Verizon Fios dominated our 2023 customer satisfaction survey, scoring the highest rating—often by a landslide—on all 20 questions. This feat speaks volumes about Verizon’s quality, reliability, and value.
Verizon Fios scores in key areas
- Customer satisfaction: 78%
- Channel offering: 75%
- Customer loyalty: 76%
- Price: 69%
- Reliability: 75%
- User experience: 75%
We’ll see how Verizon Fios scores on the other 14 questions later in this article.
Despite inflation, more TV customers are likely to spend more with their providers
In our last customer satisfaction survey, 33% of respondents indicated a willingness to spend more with their TV providers. In 2022, the number rose to 39% collectively with customers from all providers saying they’d likely spend more. That’s an astounding statistic, considering inflation.
Boomers are more likely to stick with cable and satellite TV
We already know that technology is a major contributor to the generational divide. It moves fast, often too fast, and it’s easy to rely on familiar technology instead of the new shiny thing.
In our survey, we observed that older generations prefer older tech, like satellite TV (DISH), while the younger gens prefer new hotness, like streaming (Verizon Fios). We already knew that too, but we love data to prove Grandpa Boomer is a Luddite.
TV technology preference by age and generation
| Age or Generation | DISH | Verizon |
|---|---|---|
| Age 18–44 | 40% | 23% |
| Age 55–65+ | 43% | 64% |
| Greatest Generation + Silent Generation | 38% | 19% |
| Millennials + Gen Z | 34% | 58% |
Streaming services cut into cable bundles
The internet-and-TV bundle (further) declined in popularity in 2022. In last year’s survey, an average of 72% of customers said they bundled cable TV with high-speed internet service, with Cox and Xfinity topping the list (both with 82%). Only 2% of respondents with satellite TV (DIRECTV and DISH) bundled.
This year, an average of 70% of customers said they bundle cable TV with high-speed internet service, and no surveyed satellite TV customers bundle. Individually, the providers with the most bundle customers are Optimum (82%), Verizon Fios (79%), Xfinity (78%), Cox (78%), and Spectrum (75%).
Unlike the other four providers, Optimum doesn’t give you a choice about bundling—that probably explains the provider’s high bundling rate (the other 18% might have grandfathered standalone TV plans).
The other four providers offer standalone TV options, so their customers bundle willingly. That and the providers’ high satisfaction ratings say a lot about product and service quality. When you can satisfy more than 75% of your customers, you’re doing something right—especially if you’re a TV provider.
Highest overall satisfaction
Customer satisfaction hinges on customer service. We asked survey respondents if their providers resolve issues quickly, effectively, and simply. Would they recommend their providers to other people? And are they getting what they expected from the service, or is it less than ideal?
What is your overall satisfaction with your cable TV provider?
In our polling, Verizon Fios, DIRECTV, and Cox rated highest in overall customer satisfaction.
We’d be satisfied, too, if we could get Verizon Fios’s blazing-fast fiber optic internet, huge channel selection, pristine image quality, and incredible new-customer deals in our area.
In fact, Verizon Fios gives customers so much for their money that the provider won our Editor’s Choice award for best value again this year. And Verizon isn’t done winning in our 2023 survey.
DIRECTV’s second-place finish is somewhat puzzling since the pricing is high and opaque. So we’ll attribute DIRECTV’s customer satisfaction to the overall product—and its 99% availability.
Cox taking third place in overall satisfaction is also surprising. In our Best TV Providers guide, Cox tends to be in the middle of the pack because of high prices, contracts, and high DVR fees. And Cox, like Verizon, is a regional provider, so it’s not widely available.
What is your overall satisfaction with your cable TV provider?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 78% | 5% |
| DIRECTV | 69% | 8% |
| Cox | 68% | 9% |
| Other | 68% | 12% |
| Spectrum | 66% | 10% |
| Xfinity | 66% | 13% |
| Astound Broadband | 63% | 11% |
| DISH Network | 62% | 7% |
| Sparklight | 57% | 15% |
| Xtream | 53% | 20% |
| Optimum | 50% | 22% |
| Don't have cable TV | 0% | 0% |
How well did your TV provider services compare with the ideal cable service?
- Verizon Fios (79%)
- Sparklight (68%)
- Cox, DIRECTV, and Spectrum (65%)
We asked our respondents how closely their TV providers fit their concept of an ideal TV provider. That’s kinda like asking them to compare the pie on their plate to the pie in the sky—and everybody has different ideas about pie. But let’s see which providers got what they expected.
More customers think Verizon (79%) backs up its offerings best. That’s impressive, considering everything Verizon offers customers. Sparklight has a low bar because of its scanty channel count and plans, but the provider finished at 68%.
Most customers won’t be able to sign up for Verizon or Sparklight since they’re regional providers. Fortunately, they’ll have options because two providers in different regions (Cox, Spectrum) and one provider with 99% availability (DIRECTV) rated 65%, which isn’t too shabby.
How well did your TV provider services compare with the ideal cable service?
| Provider | Extremely close + Very close | Hardly close + Not at all close |
|---|---|---|
| Verizon Fios | 79% | 5% |
| Sparklight | 68% | 17% |
| Cox | 65% | 11% |
| DIRECTV | 65% | 8% |
| Spectrum | 65% | 12% |
| Other | 65% | 16% |
| Xfinity | 64% | 13% |
| DISH Network | 63% | 8% |
| Astound Broadband | 58% | 15% |
| Xtream | 49% | 19% |
| Optimum | 48% | 24% |
| Don't have cable TV | 0% | 0% |
To what extent has your TV provider met your expectations as a cable service?
- Verizon Fios (81%)
- DIRECTV (71%)
- Astound Broadband powered by RCN (68%)
Expectations, like ideals, are equivalent to wishes. Too bad DIRECTV—the only provider with a Genie (HAW!)—finished second to Verizon. Considering the incredible value Verizon provides, 81% of its customers must have shockingly high expectations. We shudder to think what the other 19% expect.
Rounding out the top three, 71% of DIRECTV customers and 68% of Astound Broadband customers say the providers meet their expectations. We’re surprised about DIRECTV, given its high costs and pricing transparency problem.
To what extent has your TV provider met your expectations as a cable service?
| Provider | Completely + very much | Hardly + not at all |
|---|---|---|
| Verizon Fios | 81% | 3% |
| DIRECTV | 71% | 5% |
| Other | 70% | 10% |
| Astound Broadband | 68% | 10% |
| Spectrum | 67% | 9% |
| Cox | 66% | 7% |
| Xfinity | 66% | 11% |
| DISH Network | 65% | 6% |
| Sparklight | 64% | 13% |
| Xtream | 49% | 19% |
| Optimum | 47% | 22% |
| Don't have cable TV | 0% | 0% |
Hear from real Verizon Fios customers
They have met all my needs as a cable and internet provider, and their customer service is amazing.
Customer experience
Customer satisfaction hinges on two things: user experience and customer support.
On the UX tip, is using a provider’s TV service easy, intuitive, and reliable? Do customers get the entertainment they’re paying for with minimal frustrations?
Regarding support, do these TV providers resolve issues quickly, effectively, and simply. Do customers get solid assistance from their providers, or something less than ideal?
Thinking about your recent interactions with your TV provider, how effectively did they meet your needs?
- Verizon Fios (81%)
- DIRECTV (73%)
- Cox and DISH (69%)
Once more, Verizon Fios tops the list, with 81% of customers indicating satisfaction with their overall experience with Verizon. According to our research company, that score is statistically higher, well above average in our survey. How many TV providers can you think of that offer incredible value and effective customer support?
DIRECTV’s 73% score on this question is also statistically higher than average, which shows that customers enjoy the DIRECTV experience—even with the provider’s non-transparent pricing.
Not far behind, Cox and DISH finished with 69% of customers indicating a satisfying customer experience.
Thinking about your recent interactions with your TV provider, how effectively did they meet your needs?
| Provider | Extremely + Very effective | Hardly + not at all effective |
|---|---|---|
| Verizon Fios | 81% | 5% |
| DIRECTV | 73% | 6% |
| Other | 71% | 11% |
| Cox | 69% | 8% |
| DISH Network | 69% | 5% |
| Spectrum | 68% | 10% |
| Astound Broadband | 66% | 15% |
| Xfinity | 65% | 9% |
| Sparklight | 55% | 11% |
| Optimum | 54% | 16% |
| Xtream | 49% | 14% |
| Don't have cable TV | 0% | 0% |
How easy was it to work with your TV provider?
- Verizon Fios (81%)
- Cox, DIRECTV, DISH, Spectrum, and Xfinity (69%)
- Astound Broadband powered by RCN (66%)
Effectiveness is one thing—but how long does your provider take to resolve your issue? Was finding a solution quick and easy, or did it involve long hold times, multiple transfers, and untrained representatives?
In our survey, 81% of Verizon Fios customers—the same percentage as in the previous question—said working with Verizon is easy. Again, this score is well above average, with Cox, DIRECTV, DISH, Spectrum, and Xfinity tying for a distant second place (69%).
We’re surprised to see Verizon beat DISH—our perennial pick for the best overall TV provider—so handily on this question. If Verizon Fios were more widely available, it might dethrone DISH.
How easy was it to work with your TV provider?
| Provider | Extremely + Very easy | Hardly + Not at all easy |
|---|---|---|
| Verizon Fios | 81% | 3% |
| Other | 74% | 10% |
| Cox | 69% | 6% |
| DIRECTV | 69% | 7% |
| DISH Network | 69% | 7% |
| Spectrum | 69% | 9% |
| Xfinity | 69% | 11% |
| Astound Broadband | 66% | 16% |
| Sparklight | 62% | 21% |
| Optimum | 52% | 21% |
| Xtream | 51% | 12% |
| Don't have cable TV | 0% | 0% |
How enjoyable were your interactions with your TV provider?
- Verizon Fios (70%)
- DIRECTV (65%)
- Cox and Spectrum (64%)
Here we see a dip in ratings, but it makes sense. Do “easy” and “effective” equal “enjoyable?” Yes, when it pertains to using the service. If you can watch TV without frustration—meaning you’re getting what you pay for and everything works like it should—then it’s enjoyable.
Customer support is another area where enjoyability matters. Nobody likes contacting customer support—it means you have a problem. But what happens when you call? Does the rep treat you with respect? Can they solve your problem quickly so you can get back to your regularly scheduled programming?
Verizon Fios’ 70% score is again above average. But most interesting here is that the five-way, second-place tie on the last question splinters here.
DIRECTV (65%) claims second on its own, while Cox and Spectrum share third place (64%), and Xfinity (62%) takes fourth. These scores don’t indicate significant differences in the TV services’ enjoyability—but they do tell you that around two-thirds of their customers are having a good time.
How enjoyable were your interactions with your TV provider?
| Provider | Extremely + very enjoyable | Hardly + Not at all enjoyable |
|---|---|---|
| Verizon Fios | 70% | 7% |
| Other | 69% | 11% |
| DIRECTV | 65% | 9% |
| Cox | 64% | 8% |
| Spectrum | 64% | 12% |
| Xfinity | 62% | 14% |
| DISH Network | 61% | 8% |
| Astound Broadband | 60% | 15% |
| Sparklight | 55% | 17% |
| Xtream | 54% | 14% |
| Optimum | 44% | 25% |
| Don't have cable TV | 0% | 0% |
Best bang for your buck
Money matters, and pricing questions prompted some of the lowest ratings in our survey.
It’s easy to resent paying any bill—but TV providers’ bills can be a special kind of hell, with tricky pricing (lookin’ at you, DIRECTV) and hidden fees. Let’s see what customers think about their TV providers’ pricing, contracts, and subscriptions.
Given the quality of your TV provider’s service, how would you rate the price you pay for them?
Verizon Fios (again in first, with an above-average rating), Astound Broadband, and Xfinity have the best overall value, according to their customers.
We’ve already mentioned Verizon’s low pricing, massive channel count (425+), included DVR and equipment, and great sign-up deals. When it comes to value, Verizon is hard to beat.
Astound Broadband has affordable plans, a decent channel count (305+), and some good sign-up deals, but less value than Verizon.
Xfinity has some overlap with—but also wider availability than—both Verizon and Astound Broadband. However, it has the fewest channels (185+) and the highest prices of the three.
Given the quality of your TV provider’s service, how would you rate the price you pay for them?
| Provider | Excellent + good | Poor + terrible |
|---|---|---|
| Verizon Fios | 69% | 8% |
| Astound Broadband | 66% | 16% |
| DIRECTV | 58% | 15% |
| Xfinity | 58% | 19% |
| Cox | 57% | 13% |
| Spectrum | 57% | 18% |
| Other | 57% | 18% |
| Sparklight | 53% | 19% |
| DISH Network | 51% | 16% |
| Xtream | 45% | 38% |
| Optimum | 40% | 34% |
| Don't have cable TV | 0% | 0% |
Given competitors’ prices, how would you rate the price that you pay for your TV provider’s services?
- Verizon Fios (68%)
- Astound Broadband powered by RCN (60%)
- Cox (59%)
Price questions always get lower scores because who enjoys paying any bill? That said, what are some Verizon and Astound Broadband customers thinking? We don’t expect survey respondents to make cost comparisons before responding, but these results seem based more on feelings than actual numbers.
Verizon Fios is hands-down the best value of any TV provider we cover, and its score is once again well above average. Astound Broadband is one of the cheapest TV providers, but its customers don’t appear to realize that.
Cox is one of the most expensive providers in our survey, so it appears that the high cost is matched by high quality.
Hear from real Verizon Fios customers
I’m satisfied in general. I love everything about Verizon. I’ve had it for years.
Given competitors’ prices, how would you rate the price that you pay for your TV provider’s services?
| Provider | Excellent + good | Poor + terrible |
|---|---|---|
| Verizon Fios | 68% | 8% |
| Astound Broadband | 60% | 13% |
| Cox | 59% | 16% |
| Sparklight | 57% | 15% |
| Spectrum | 56% | 18% |
| Other | 56% | 15% |
| DIRECTV | 55% | 17% |
| Xfinity | 55% | 19% |
| DISH Network | 50% | 15% |
| Xtream | 42% | 31% |
| Optimum | 40% | 34% |
| Don't have cable TV | 0% | 0% |
Given your initial expectations, how would you rate the price that you pay for your TV provider’s services?
- Verizon Fios (69%)
- Astound Broadband powered by RCN (68%)
- Sparklight (62%)
Our initial expectations for TV providers come mainly from pricing and features—and hidden fees easily thwart them. When you sign up for any TV service, you have charges for equipment/service activation, regional sports networks, taxes, and more.
Although most providers itemize these fees, customers may not realize which fees are one-time-only and which are monthly. It feels like a transparency failure on the providers’ part, so we expect to see lower scores on this question.
Verizon customers appear to experience far less of this, probably because the provider doesn’t charge a broadcast TV fee—one of the highest hidden costs.
Given your initial expectations, how would you rate the price that you pay for your TV provider’s services?
| Provider | Excellent + good | Poor + terrible |
|---|---|---|
| Verizon Fios | 69% | 8% |
| Astound Broadband | 68% | 16% |
| Sparklight | 62% | 13% |
| Other | 59% | 20% |
| DIRECTV | 58% | 19% |
| Xfinity | 57% | 21% |
| Cox | 56% | 15% |
| Spectrum | 55% | 21% |
| DISH Network | 52% | 19% |
| Xtream | 43% | 35% |
| Optimum | 41% | 33% |
| Don't have cable TV | 0% | 0% |
Highest customer loyalty
It stands to reason that easy, effective, enjoyable customer support interactions and high value would lead to enthusiastic customer recommendations. For the most part, they do.
How likely are you to continue subscribing to your TV provider for cable service?
Again, if we could get Verizon Fios where we live, we’d be satisfied with the provider’s low-cost, high-value TV service. And, barring any unforeseen changes, we’d be loyal Verizon customers—76% of which are ride-or-die with the provider.
Two-thirds of DISH and Xfinity customers feel likewise about their provider.
DISH, our Editor’s Choice for best overall TV provider for the third straight year, makes perfect sense. TV prices tend to rise like helium balloons, so the DISH price guarantee—recently extended from two to three years—certainly encourages customer loyalty (even if it does mean signing a 36-month contract).
Xfinity customers probably stick around for the excellent user experience, and Spectrum has the cheapest TV plan.
How likely are you to continue subscribing to your TV provider for cable service?
| Provider | Completely likely + very likely | Hardly likely + Not at all likely |
|---|---|---|
| Verizon Fios | 76% | 6% |
| Other | 70% | 11% |
| DISH Network | 67% | 12% |
| Xfinity | 67% | 12% |
| Spectrum | 65% | 11% |
| DIRECTV | 64% | 12% |
| Cox | 61% | 12% |
| Astound Broadband | 60% | 16% |
| Xtream | 54% | 20% |
| Sparklight | 53% | 15% |
| Optimum | 52% | 22% |
| Don't have cable TV | 0% | 0% |
How likely are you to recommend your TV provider to a friend or colleague?
- Verizon Fios (70%)
- Sparklight (62%)
- Astound Broadband and Xfinity (61%)
Verizon Fios muscled up to the top here, with 70% of respondents saying they’d tell their friends to sign up for Verizon TV packages.
DISH dropped from 67% to 56% on this question since last year, perhaps because DISH customers don’t like the newly extended contract length.
Sparklight jumped from 56% to 62%, which means Sparklight customers are less likely to recommend the provider than to stick with them. That’s just mean.
Hear from real DISH Network customers
I love DISH Network. They are always giving me free channels to try out whenever I call customer service. Love the free movie selection. It’s just a great service.
How likely are you to recommend your TV provider to a friend or colleague?
| Provider | Completely likely + very likely | Hardly likely + Not at all likely |
|---|---|---|
| Verizon Fios | 70% | 6% |
| Sparklight | 62% | 19% |
| Other | 62% | 18% |
| Astound Broadband | 61% | 19% |
| Xfinity | 61% | 19% |
| Spectrum | 60% | 19% |
| Cox | 58% | 16% |
| DIRECTV | 57% | 15% |
| DISH Network | 56% | 17% |
| Optimum | 42% | 37% |
| Xtream | 38% | 35% |
| Don't have cable TV | 0% | 0% |
How likely are you to increase the amount you purchase from your TV provider?
- Verizon Fios (56%)
- Astound Broadband powered by RCN (55%)
- Cox (46%)
We expected low numbers on this question because TV service is already pricey, and the US economy is experiencing inflation. And, even in a more stable economy, we think it’s more common to downgrade than upgrade TV service.
Still, while these percentages are low, they’re all well above average. We’re seeing that price and inflation won’t affect these customers’ decisions to upgrade TV plans, add channels, or bundle with your provider’s high-speed internet service.
Once more, we’re not surprised that Verizon customers would likely add service, given the provider’s affordable, value-packed plans. To a lesser extent, we’d say the same about Astound Broadband and Xfinity.
Cox, however, is somewhat of a surprise because of its high cost. But it’s possible that the local providers in Cox’s service area can’t compete with Cox’s channel counts, DVR storage, and internet speeds.
How likely are you to increase the amount you purchase from your TV provider?
| Provider | Completely likely + very likely | Hardly likely + Not at all likely |
|---|---|---|
| Verizon Fios | 56% | 25% |
| Astound Broadband | 55% | 32% |
| Cox | 46% | 34% |
| Xfinity | 43% | 41% |
| DIRECTV | 40% | 41% |
| Sparklight | 40% | 30% |
| Spectrum | 38% | 44% |
| DISH Network | 34% | 45% |
| Other | 34% | 47% |
| Optimum | 29% | 54% |
| Xtream | 24% | 62% |
| Don't have cable TV | 0% | 0% |
Most reliable
Reliability matters, especially if you watch a lot of live TV. An unexpected service outage can spoil your Super Bowl or TV series finale party in an instant.
Are you satisfied with your TV provider’s reliability?
The top-rated TV provider for reliability was Verizon Fios (62%, fiber optic/streaming), followed by Xfinity (60%, cable), and DIRECTV (60%, satellite).
Technically speaking, cable TV is more reliable than satellite TV (which can be affected by weather). Streaming TV reliability can vary widely, too, since it depends on the strength of your internet connection. But Verizon’s fiber-optic network is the fastest and most reliable since fiber networks are passive, meaning the lines aren’t subject to electrical failures and interference.
Hear from real Verizon Fios customers
Reliable, good customer service. Few outages, high-speed connections for internet and phone.
Are you satisfied with your TV provider’s reliability?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 75% | 8% |
| Xfinity | 69% | 12% |
| DIRECTV | 67% | 11% |
| Spectrum | 65% | 12% |
| Cox | 63% | 13% |
| DISH Network | 63% | 9% |
| Other | 63% | 16% |
| Sparklight | 58% | 14% |
| Astound Broadband | 54% | 17% |
| Xtream | 49% | 24% |
| Optimum | 48% | 24% |
| Don't have cable TV | 0% | 0% |
Best features
In this survey section, we asked respondents to consider their TV providers’ actual products. Do they like certain features? Do those features function properly and reliably?
Are you satisfied with your TV provider’s overall channel offering?
Except for Verizon Fios, these could be clearer results.
Verizon has 425+ channels. That’s the highest channel count of any provider. But Optimum (420+) is the next closest—but it tied with Xtream for the lowest satisfaction for this question. And, somehow, DIRECTV’s 340+ channels tied for third here.
But not all channel lineups are equal. Xfinity’s (185+) channel roster could be more quality-dense. Ditto Cox (250+ channels) and even Spectrum (125+ channels).
We figure, though, that channel-related satisfaction is about more than quantity or quality. Affordability may factor into this. With Verizon, you get 425+ channels for $110 a month. Spectrum gives you only 125+ HD channels for only $59.99 monthly. We can see being satisfied in both cases.
Are you satisfied with your TV provider’s overall channel offering?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 75% | 7% |
| Other | 72% | 8% |
| Xfinity | 68% | 10% |
| Cox | 67% | 7% |
| DIRECTV | 67% | 9% |
| Spectrum | 67% | 10% |
| DISH Network | 64% | 9% |
| Astound Broadband | 63% | 8% |
| Sparklight | 54% | 10% |
| Optimum | 51% | 17% |
| Xtream | 51% | 14% |
| Don't have cable TV | 0% | 0% |
Are you satisfied with your TV provider’s local channel selection?
- Verizon Fios (78%)
- Xfinity (74%)
- DISH Network and Spectrum (73%)
Most TV providers carry the same local channels—it’s in their best interests because customers want to keep up with local news and other programming.
Satisfaction is high in this category, with 9 of 11 providers rating 66% or higher. The top providers were Verizon Fios (78%), Xfinity (74%), DISH Network (73%), and Spectrum (73%).
If customers are unsatisfied with a provider’s local channel selection, it could be because their provider dropped a particular channel due to a dispute over carriage fees. That said, we’re unaware of any such conflicts at the moment.
Are you satisfied with your TV provider’s local channel selection?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 78% | 6% |
| Other | 75% | 5% |
| Xfinity | 74% | 6% |
| DISH Network | 73% | 8% |
| Spectrum | 73% | 6% |
| DIRECTV | 72% | 6% |
| Astound Broadband | 70% | 7% |
| Cox | 66% | 3% |
| Xtream | 66% | 11% |
| Sparklight | 60% | 12% |
| Optimum | 57% | 11% |
Were you satisfied with your TV provider’s add-on channels and packs?
- Verizon Fios (71%)
- DIRECTV, Spectrum, and Xfinity (62%)
Here’s another question where price factors into satisfaction. With a high-value provider like Verizon Fios, or an inexpensive provider like Spectrum, low plan prices leave lots of room for extras. But we also consider the availability and quality of add-ons.
All providers have basically the same premium channels (HBO Max™, SHOWTIME®, STARZ®, STARZ ENCORE®, EPIX, THE MOVIE CHANNEL, or CINEMAX®) for the same price. (Infrequently, a provider will charge more for certain premiums, as Mediacom does with HBO Max.)
Add-on channel packs with more entertainment, sports, or on-demand channels set providers apart. Generally, providers carry only a handful of these packs in addition to the already-mentioned premium channels. Xfinity stands out with a massive menu of 23 on-demand packs priced $4.99–$7.99 a month).
Were you satisfied with your TV provider’s add-on channels and packs?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 71% | 7% |
| Other | 65% | 11% |
| DIRECTV | 62% | 13% |
| Spectrum | 62% | 14% |
| Xfinity | 62% | 13% |
| Astound Broadband | 61% | 11% |
| Sparklight | 61% | 20% |
| DISH Network | 59% | 12% |
| Cox | 58% | 13% |
| Xtream | 57% | 24% |
| Optimum | 45% | 26% |
| Don't have cable TV | 0% | 0% |
Are you satisfied with your cable TV streaming quality?
- Verizon Fios (74%)
- Spectrum (71%)
- Xfinity (69%)
For years, we’ve heard that streaming is the future, and it is. Cable and satellite TV providers now offer streaming—via mobile apps or streaming devices like Xfinity Flex and the Cox Contour Stream Player—alongside traditional TV offerings. Some TV providers, like Sparklight, deliver live TV channels exclusively via streaming devices.
Also, nearly every traditional TV provider offers a free mobile app that allows customers to stream their channel packages, on-demand libraries, DVR recordings, rentals, and purchases. Verizon Fios, Spectrum, and Xfinity all offer these—and the DISH Anywhere app is pretty snazzy, too.
Verizon’s at-home streaming quality (on or off the app) is top-notch thanks to its fiber optic internet connection. Outside the home, however, your streaming quality will depend on your mobile data connection and device.
Are you satisfied with your cable TV streaming quality?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 74% | 4% |
| Other | 73% | 8% |
| Spectrum | 71% | 10% |
| Xfinity | 69% | 9% |
| DIRECTV | 67% | 8% |
| Cox | 66% | 13% |
| DISH Network | 64% | 12% |
| Sparklight | 62% | 7% |
| Xtream | 58% | 18% |
| Optimum | 50% | 15% |
| Astound Broadband | 49% | 15% |
| Don't have cable TV | 0% | 0% |
Are you satisfied with your cable TV user experience (e.g., channel guide, on-demand menu, suggested shows)?
User experience—how easy it is to use a product—is essential. How easily can you find something to watch when your TV package has hundreds of channels? Is the remote control intuitive, with well-placed buttons and obvious functions?
Verizon Fios edged out last year’s top provider, Xfinity, on this question, with DIRECTV and DISH not far behind. Unsurprisingly, all four providers have excellent on-screen guides, menus, and programming recommendations.
Also, Xfinity’s XR15 voice remote and the DISH Voice Remote are two of the best clickers in the business—both have backlit keypads, voice control, point-anywhere functionality, easy pairing, and excellent accessibility features.
Hear from real Cox customers
I have not had any issues with Cox since I had their services. The first setup was pretty easy. I did it all myself and didn’t need anyone’s help.
Are you satisfied with your cable TV user experience (e.g., channel guide, on-demand menu, suggested shows)?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 75% | 6% |
| Other | 73% | 7% |
| DIRECTV | 70% | 7% |
| Spectrum | 70% | 8% |
| Xfinity | 70% | 9% |
| DISH Network | 69% | 9% |
| Cox | 67% | 10% |
| Xtream | 67% | 11% |
| Sparklight | 62% | 12% |
| Astound Broadband | 61% | 14% |
| Optimum | 55% | 15% |
| Don't have cable TV | 0% | 0% |
Are you satisfied with your cable TV provider’s Cloud DVR?
- Verizon Fios (71%)
- Astound Broadband powered by RCN (67%)
- DIRECTV and DISH Network (66%)
Also related to user experience are TV providers’ DVRs. While we still see physical set-top DVRs with hard drives, cloud DVR storage has become more common.
Still, three of the four top providers for this question (Astound Broadband, DIRECTV, and DISH) all offer physical DVRs, which have higher storage capacities, built-in streaming apps, and cool features like the DISH Hopper 3’s quad-split screen (which lets you watch four programs at once).
Top provider Verizon Fios is the only cloud DVR in the top three. On the other hand, Cloud DVRs focus on the basics, like storage capacity, which is usually fairly low, and simultaneous streams. Verizon’s cloud DVR, however, is one of the most affordable and generous that we’ve found, which is why it’s the king of the hill.
Are you satisfied with your cable TV provider’s Cloud DVR?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 71% | 8% |
| Other | 69% | 8% |
| Astound Broadband | 67% | 7% |
| DIRECTV | 66% | 9% |
| DISH Network | 66% | 10% |
| Xfinity | 65% | 10% |
| Spectrum | 64% | 11% |
| Cox | 59% | 13% |
| Sparklight | 57% | 23% |
| Xtream | 55% | 19% |
| Optimum | 52% | 18% |
| Don't have cable TV | 0% | 0% |
Are you satisfied with everything else your cable TV provider offers?
- Verizon Fios (72%)
- DIRECTV (68%)
- Spectrum (67%)
Since we’ve already covered the main features and functionality questions, “everything else” refers to TV providers’ unique offerings—stuff beyond channel lineups, DVRs, pricing, and customer service.
With Verizon Fios, this would be Your Fios TV ($70 a month, 125+ channels), a custom package based on your five favorite cable TV channels. No other provider offers such an option.
We suspect that DIRECTV’s score is due to the provider being the exclusive home of the greatest sports add-on ever, NFL SUNDAY TICKET. Unfortunately, after the Super Bowl, that will no longer be true.
As for Spectrum, there’s not a lot of “everything else” there. Well, Spectrum advertises that its channels are all in free HD—but many providers no longer charge an HD fee, so that’s not such a big deal.
Are you satisfied with everything else your cable TV provider offers?
| Provider | Completely satisfied + very satisfied | Hardly satisfied + Not at all satisfied |
|---|---|---|
| Verizon Fios | 72% | 7% |
| Other | 69% | 11% |
| DIRECTV | 68% | 9% |
| Spectrum | 67% | 10% |
| Xfinity | 65% | 12% |
| DISH Network | 63% | 11% |
| Cox | 61% | 9% |
| Sparklight | 60% | 16% |
| Xtream | 57% | 15% |
| Astound Broadband | 53% | 16% |
| Optimum | 46% | 21% |
| Don't have cable TV | 0% | 0% |
Final take
There’s a reason we do both an annual customer satisfaction survey and Editor’s Choice Awards. Our TV experts’ research and testing provides hard facts showing which TV providers are tops, but that’s not the whole picture. Customers use these services daily and pay for them monthly. That makes their experience and opinions equally important. And it’s hard to argue with them when Verizon Fios dominated every category in this year’s survey.
Methodology
We surveyed nearly 7,000 people across the US to measure their satisfaction with their internet provider. Our sample reflected broader US demographics (i.e., gender, race, age, etc.) and was analyzed using prevailing industry standards by our data experts. If you’re a member of the media and you have follow-up questions, feel free to contact us at pr@cabletv.com.
