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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:

    2022

  • Companies:

    11 major companies, plus aggregate of smaller providers

Satisfaction Benchmarks by Company

Subscription TV Service

Company 2021 2022 % Change
Subscription Television Service 65 66 1.5%
U-verse TV (DIRECTV) 74 73 -1%
Verizon Fios 71 71 0%
DIRECTV 66 66 0%
DISH Network 66 65 -2%
Xfinity (Comcast) 66 65 -2%
All Others 62 63 2%
Spectrum (Charter Communications) 64 63 -2%
Cox 62 61 -2%
Frontier Communications 63 61 -3%
Mediacom 59 58 -2%
Optimum (Altice USA) 60 57 -5%
Suddenlink (Altice USA) 56 54 -4%

Subscription TV Service Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
HD picture quality 76 77
Quality of mobile app 76 77
Reliability of mobile app (minimal down time, crashes, lags) 76 77
Picture quality 75 76
Courtesy and helpfulness of store/service center staff 75 75
Ease of using remotes, on-screen menus, and program guide 73 75
Speed of store/service center transaction 74 75
Website satisfaction 73 75
TV signal reliability 73 74
Ability to keep service interruptions and outages to a minimum 72 73
Ease of understanding bill 72 73
Range of channels available 72 73
Premium channels available 71 72
Call center satisfaction 64 65

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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