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Subscription TV Service

Strengthen subscriber loyalty with ACSI benchmarks and analytics

Understand exactly how satisfied your customers are and prioritize improvements to improve and drive subscription renewals.

SUBSCRIPTION TV
SERVICE

Advancements in technology have accelerated cord-cutting, requiring traditional subscription television providers to evolve and adapt. Now more than ever, understanding what is driving customer satisfaction is critical to keeping customers.

At a glance:

Subscription TV Service

  • Inaugural year:

    2001

  • Updated:

    annually

  • most recent data:

    2021

  • Companies:

    11 major companies, plus aggregate of smaller providers

Benchmarks by Industry

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
HD picture quality 78 76
Quality of mobile app 77 76
Reliability of mobile app (minimal down time, crashes, lags) 77 76
Courtesy and helpfulness of store/service center staff 77 75
Picture quality 77 75
Speed of store/service center transaction 76 74
Ease of using remotes, on-screen menus, and program guide 75 73
TV signal reliability 74 73
Website satisfaction 74 73
Ability to keep service interruptions and outages to a minimum 73 72
Ease of understanding bill 73 72
Range of channels available 73 72
Premium channels available 71 71
Call center satisfaction 64 64

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Subscription TV Service

Company 2020 2021 % Change
Subscription TV Service 64 65 1.6%
U-verse TV (AT&T) 70 74 6%
Verizon Fios 70 71 1%
DIRECTV (AT&T) 64 66 3%
DISH Network 65 66 2%
Xfinity (Comcast) 63 66 5%
Spectrum (Charter Communications) 61 64 5%
Frontier Communications 58 63 9%
All Others 62 62 0%
Cox 62 62 0%
Optimum (Altice USA) 63 60 -5%
Mediacom 60 59 -2%
Suddenlink (Altice USA) 56 56 0%

Connect With ACSI

Connect With ACSI

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