Market Overview

Stop The Presses: Americans Are Dissatisfied With TV, Internet Service

Stop The Presses: Americans Are Dissatisfied With TV, Internet Service
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It may come as no surprise that Americans are unsatisfied with their TV, Internet and phone providers. However, the most recent data from the American Consumer Satisfaction Index indicates that customer satisfaction in the industry is currently at a seven-year low.

Occupational Hazard

This year, TV and Internet companies tied for last place in customer satisfaction among the 43 industries included in the survey. While dissatisfaction seems to come with the territory for these companies, this year’s numbers were particularly bad.

“Internet and TV have always been among the lowest scoring, but this year they’re at the very bottom,” Index director David VanAmburg explained.

Related Link: Canaccord's Monthly Internet Dashboard

M&A Scrutiny

TV and Internet companies have been in the spotlight recently because of a string of big M&A deals and proposals. Charter Communications, Inc. (NASDAQ: CHTR) announced a deal just last week to acquire Time Warner Cable Inc (NYSE: TWC) and Bright House Networks for a total of $76.1 billion. Comcast Corporation (NASDAQ: CMCSA)'s potential deal to buy Time Warner Cable for $45 billion collapsed under regulatory scrutiny.

The Numbers

The American Consumer Satisfaction Index score is based on more than 14,000 customer service surveys rating companies on a scale of 0 to 100.

Comcast’s score was hit hard in the past year, falling 10 percent to 54. However, the big loser was Time Warner, which tied with Mediacom Communications with a 51 rating, the lowest score out more than 300 companies included in the survey.

Charter’s 2015 score came in at 57, Verizon Communications Inc. (NYSE: VZ)'s FiOS came in at 68 and AT&T Inc (NYSE: T)'s U-verse notched a score of 69.

Posted-In: American Consumer Satisfaction Index David VanAmburgNews Tech Best of Benzinga


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