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Comcast’s customer satisfaction scores have dropped again in all three triple-play categories, with the nation’s largest cable and broadband company faring particularly poorly in pay-TV service.
The American Customer Satisfaction Index’s (ACSI) latest annual report on telecommunications and information, released today, places Comcast at the bottom or near the bottom of the major company rankings in TV, Internet, and phone service.
“Cable companies are trying to strengthen their positions through consolidation,” the report said. “After its merger with Comcast failed, Time Warner Cable recently agreed to be acquired by Charter Communications. None of these companies score particularly well. Comcast plummets 10 percent to 54 [in TV service], tying its low mark previously set in 2008. Time Warner Cable fares even worse, plunging 9 percent to 51, tying ACSI newcomer Mediacom Communications for the lowest score among more than 300 companies in the index.”
Time Warner Cable did improve its score in Internet service, however, ranking ahead of Comcast. The ACSI interviewed 14,176 customers for this report, which also covers wireless phone service and computer software. Participants were chosen randomly and contacted in January and February of this year. Scores are given on a 100-point scale; Internet service providers have generally fared worse than other industries scored by the ACSI, which also grades restaurants, appliance makers, banks, gas stations, the US Postal Service, airlines, health insurance, and much more.
While Verizon FiOS maintained its lead over AT&T U-verse in the major provider pay-TV rankings, AT&T has leapfrogged FiOS to take the top spot for Internet service. Here are ACSI’s ratings in all three triple-play categories: