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Subscription TV Service

Strengthen subscriber loyalty with ACSI benchmarks and analytics

Keep your customers from cutting the cord by investing in profitable customer loyalty. Become an ACSI client today.

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

  • Inaugural year:

    2001

  • Updated:

    annually

  • most recent data:

    2023

  • 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 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 Xtream (Mediacom) 58 66 14%
1 Optimum (Altice USA) 57 60 5%
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.

Connect With ACSI

Connect With ACSI

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