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
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Inaugural year:
2001
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Updated:
annually
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most recent data:
2021
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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% |