j.d. power reports: performance and reliability problems ... · performance and reliability...

J.D. Power Reports: Performance and Reliability Problems Decline in Both Residential TV and Internet Services; Quality and Connection Speeds Continue to Improve WESTLAKE VILLAGE, Calif: 25 September 2014 — The number of performance quality, reliability and connection speed problems has declined from last year as TV and Internet service providers (ISP) continue to upgrade their networks to newer technology and faster connection speeds, according to the three U.S. wireline studies released today: the J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction StudySM; the J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction StudySM; and the J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction Study.SM The annual wireline studies evaluate residential customers’ experiences with TV, Internet and phone services in four regions: East, South, North Central and West. The studies measure customer satisfaction based on five factors: performance and reliability; cost of service; programming (TV only); billing; communication; and customer service. Satisfaction is calculated on a 1,000-point scale. “The ability to provide a high-quality experience with all wireline services is paramount as performance and reliability is the most critical driver of overall satisfaction,” said Kirk Parsons, senior director of telecommunications at J.D. Power. “While customers may be leveraging the same network or connection across multiple services, their experience can be different given the equipment type, connection to the home, service plans used and the different activities performed on each.” According to Parsons, as expectations regarding usage, performance quality and reliability continue to evolve, companies that understand these dynamics will be better positioned to provide a more satisfying customer experience, which can lead to higher levels of overall satisfaction and higher rates of retention, advocacy, and return on investment.

KEY FINDINGS

Residential Television Service Provider Satisfaction Study

DIRECTV and Verizon FiOS (738) rank highest (in a tie) in TV customer satisfaction in the East region; AT&T U-verse (750) ranks highest in the North Central region; Verizon FiOS (751) ranks highest in the South region; and DISH Network (739) ranks highest in the West region.

Satisfaction with performance and reliability has improved to 743 in 2014, an increase of 17 points from 726 in 2013.

Customers experience fewer television service quality problems in 2014. For example, 31 percent of customers have experienced picture freezing in the past 3 months, down from 38 percent in 2013. Moreover, just 46 percent of customers have experienced a temporary loss of signal, a decrease from 51 percent year over year.

Slightly fewer customers have experienced a television outage in 2014, compared with 2013 (28% vs. 30%, respectively). That 2 percent improvement positively impacts overall satisfaction by 89 points among customers who do not experience an outage, compared with those who do experience one.

Residential Internet Service Provider Satisfaction Study

Verizon ranks highest in ISP customer satisfaction in the East (712) and South (725) regions; WOW! (Wide Open West) scores 728 ranking highest in the North Central region; and AT&T (704) ranks highest in the West region.

Satisfaction with performance and reliability has improved to 700 in 2014, an increase of 37 points from 663 in 2011.

ISPs have reduced the average number of website connection errors experienced by customers in the past 3 months to 2.9 from 4.4 in 2013, a 35 percent improvement. Providers have also reduced general service outages by 31 percent year over year (1.1 vs. 1.6, respectively).

Customers have experienced fewer Internet speed problems, with just 2.1 instances of excessively slow loading during the past 3 months, compared with 3.0 in 2013.

Residential Telephone Service Provider Satisfaction Study

AT&T (740) ranks highest in telephone customer satisfaction in the East region; WOW! (Wide Open West) scores 767 ranking highest in the North Central region; Bright House Networks (751) ranks highest in the South region; and Cox Communications (739) ranks highest in the West region.

Overall satisfaction with performance and reliability is 754, up from 749 in 2013.

The incidence of general outages with phone service has declined, affecting 17 percent of households in 2014, compared with 21 percent in 2013.

The 2014 U.S. wireline studies are based on responses from 30,358 customers nationwide who evaluated their cable/satellite TV, high-speed Internet and telephone service providers. The studies were fielded in four waves: December 2013, February 2014, May 2014 and July 2014. Media Relations Contacts John Tews; Troy, Mich.; 248-680-6218; [email protected] About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info About McGraw Hill Financial www.mhfi.com

Note: Twelve charts follow.

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Source: J.D. Power 2014 U.S. Residential Television Service Provider Satisfaction StudySM

East Region(Based on a 1,000-point scale)

738

738

735

706

701

693

684

668

500 550 600 650 700 750

DIRECTV

Verizon FiOS

DISH Network

EAST AVERAGE

Cox Communications

Optimum (Cablevision)

XFINITY (Comcast)

Time Warner Cable

Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.

JDPower.comPower Circle RatingsTM

for consumers:

Among the bestBetter than mostAbout averageThe rest

Power Circle Ratings Legend

J.D. Power2014 U.S. Residential Television Service Provider Satisfaction

StudySM

Customer Satisfaction Index Ranking


North Central Region(Based on a 1,000-point scale)

750

728

727

716

713

710

682

678

668

500 550 600 650 700 750

AT&T U-verse

WOW! (Wide Open West)

DISH Network

DIRECTV

Bright House Networks

NORTH CENTRAL AVERAGE

XFINITY (Comcast)

Charter Communications

Time Warner Cable



for consumers:




StudySM



South Region(Based on a 1,000-point scale)

751

748

743

735

731

720

710

694

688

685

677

500 550 600 650 700 750

Verizon FiOS

DIRECTV

AT&T U-verse

DISH Network


SOUTH AVERAGE

Suddenlink

Cox Communications


XFINITY (Comcast)

Time Warner Cable



for consumers:




StudySM



West Region(Based on a 1,000-point scale)

739

738

736

732

704

704

679

670

658

593

500 550 600 650 700 750

DISH Network

AT&T U-verse

DIRECTV

Verizon FiOS

Cox Communications

WEST AVERAGE


XFINITY (Comcast)

Time Warner Cable

Mediacom Communications



for consumers:




StudySM



712

705

687

686

685

668

658

655

500 550 600 650 700 750

Verizon

AT&T

EAST AVERAGE


Cox Communications

XFINITY (Comcast)

Time Warner Cable

Frontier Communications


J.D. Power2014 U.S. Residential Internet Service Provider

Satisfaction StudySM


for consumers:



Source: J.D. Power 2014 U.S. Residential Internet Service Provider Satisfaction StudySM



728

704

686

685

670

670

659

650

640

500 550 600 650 700 750


AT&T

Cincinnati Bell



XFINITY (Comcast)

Time Warner Cable


CenturyLink





for consumers:






725

718

708

707

692

690

689

680

676

666

623

500 550 600 650 700 750

Verizon


Suddenlink

AT&T

SOUTH AVERAGE

Cox Communications


CenturyLink

XFINITY (Comcast)

Time Warner Cable

Windstream





for consumers:







704

700

692

678

671

662

651

650

638

595

500 550 600 650 700 750

AT&T

Cox Communications

Verizon


WEST AVERAGE

CenturyLink

Time Warner Cable

XFINITY (Comcast)


Mediacom Communications



for consumers:






Source: J.D. Power 2014 U.S. Residential Telephone Service Provider Satisfaction StudySM


740

725

722

716

715

702

696

679

500 550 600 650 700 750

AT&T

Verizon


Cox Communications

EAST AVERAGE


XFINITY (Comcast)

Time Warner Cable



for consumers:



J.D. Power2014 U.S. Residential Telephone Service Provider Satisfaction

StudySM




767

730

721

716

703

698

690

683

677

500 550 600 650 700 750


AT&T

Cincinnati Bell



XFINITY (Comcast)

Time Warner Cable

CenturyLink




for consumers:




StudySM




751

742

735

730

725

724

716

704

696

683

500 550 600 650 700 750


Verizon

Cox Communications

AT&T

SOUTH AVERAGE


CenturyLink

Time Warner Cable

XFINITY (Comcast)

Windstream



for consumers:




StudySM




739

732

719

715

709

706

688

687

681

500 550 600 650 700 750

Cox Communications

AT&T

Verizon

WEST AVERAGE

CenturyLink


XFINITY (Comcast)

Time Warner Cable




for consumers:




StudySM


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