Cable Technology Feature Article
DIRECTV Ranked Number 1 on American Customer Satisfaction Index
By Calvin Azuri, TMCnet Contributor
DIRECTV, a pay-for-TV provider, has once again managed to retain its hold on the number 1 spot in the American Customer Satisfaction Index for the eleventh year. The company beat other competitors such as DISH Network and AT&T (News - Alert) U-Verse, both of whom have witnessed declines of four points in the ACSI this year.
This year’s ACSI survey found that DIRECTV was the only company in the cable and satellite category which had managed to improve its position from last year with an index score of 69. The company also scored 10 points higher than Time Warner (News - Alert), Comcast and Charter Communications, which posted declines from last year’s survey. Respondents to the survey were also asked questions about issues such as customer expectations, perceived quality, and customer loyalty.
In a release, Mike White, president and CEO of DIRECTV said, “The common goal of every employee at DIRECTV is to continually improve the customer experience and our ranking in this year’s survey reflects their dedication and hard work. While we improved our position within the survey this year, we understand that our customers have many options when it comes to choosing a television provider, and we will continue to stay laser-focused on improving all facets of the overall customer experience to make their choice an easy one.”
The American Customer Satisfaction Index is a national economic indicator of customer evaluations which takes into account quality of products and services made available to household consumers in the United States. ACSI evaluations cover various sectors of the economy on a monthly basis through the entire calendar year. The national index is updated each quarter and includes scores from more than 225 companies in 45 industries, and from government agencies covering the previous four quarters.
DIRECTV delivers a premiere video experience through state-of-the-art technology, unmatched programming and industry leading customer service to more than 28.9 million customers in the U.S. and Latin America. DIRECTV offers its 19.4 million U.S customers access to more than 170 HD channels and Dolby-Digital 5.1 theater-quality sound and access to exclusive sports programming such as NFL SUNDAY (News - Alert) TICKET, award winning technology like its DIRECTV DVR Scheduler and has a higher customer satisfaction rate than the leading cable companies for eleven years running.
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Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.
Edited by Jamie Epstein