WASHINGTON — Americans have never had a love affair with their cable providers, and a survey released Tuesday shows consumers are growing increasingly dissatisfied with both cable and Internet service.
The American Customer Service Satisfaction Index finds that opinions of cable TV, Internet and phone service providers have hit a seven-year low.
The study rates companies on a scale from 0 to 100. The overall customer satisfaction with information services was 68.8.
Comcast had a score of 54, a drop of 10 percent from 2014.
Time Warner and Mediacom Communications both had a score of 51, the lowest score of the more than 300 companies evaluated.
Verizon FiOS took the lead with an ACSI score of 71.
DIRECTV, which led the category of subscription TV last year, had 68. AT&T’s U-verse had 69 and DISH Network had 67.
“There was a time when pay TV could get away with discontented users without being penalized by revenue losses from defecting customers, but those days are over,” Claes Fornell, ACSI Chairman and founder said in a release.
“Today people have more alternatives than ever before. Consumer abandonment of pay TV is shaking up the industry and lower satisfaction could mean even more cord cutting by subscribers ahead.”
The study is based on 14,176 consumer surveys collected in the first quarter of 2015. The information services covered include subscription TV, Internet, wireless, fixed line telephone and computer software.
