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Cable Technology Feature Article

May 20, 2011

DIRECTV #1 on American Customer Satisfaction Index

By Calvin Azuri, TMCnet Contributor

DIRECTV, a pay TV provider, has once managed to retain its hold on the number one 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 that, “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, pay TV provider delivers 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 US 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 higher customer satisfaction than the leading cable companies for 11 years running.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.

Edited by Jennifer Russell