Subscription TV Service
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SUBSCRIPTION TV
SERVICE
With new streaming services popping up every day, traditional subscription television providers must keep their customers satisfied if they want to retain them and continue growing. ACSI’s unique diagnostic modeling helps decision-makers identify which improvement efforts will yield the greatest impact in driving customer loyalty.
At a glance:
Subscription TV Service
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Inaugural year:
2001
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Updated:
annually
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most recent data:
2024
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Companies:
9 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
Subscription TV Service
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Subscription TV Service | 69 | 70 | 1% | |
| #verizon-fios | Verizon Fios | 74 | 75 | 1% |
| #frontier-communications | Frontier Communications | 72 | 71 | -1% |
| #cox | Cox | 66 | 69 | 5% |
| #xfinity-comcast | Xfinity (Comcast) | 67 | 69 | 3% |
| All Others | 65 | 68 | 5% | |
| #directv | DIRECTV | 67 | 68 | 1% |
| #dish-network | Dish Network (EchoStar) | 68 | 68 | 0% |
| #xstream-mediacom | Xtream (Mediacom) | 66 | 67 | 2% |
| #cox | Spectrum (Charter Communications) | 65 | 66 | 2% |
| #optimum-altice-usa | Optimum (Altice USA) | 60 | 62 | 3% |
Subscription TV Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Picture quality | 80 | 83 |
| HD picture quality | 80 | 82 |
| Quality of mobile app | 81 | 82 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 81 |
| Courtesy and helpfulness of store/service center staff | 80 | 80 |
| Ease of using remotes, on-screen menus, and program guide | 77 | 79 |
| Quality of equipment (boxes, remotes, etc.)* | NM | 79 |
| Recording capabilities* | NM | 79 |
| Speed of store/service center transaction | 79 | 79 |
| Website satisfaction | 77 | 79 |
| Ability to view everything in one place* | NM | 78 |
| Ease of understanding bill | 75 | 78 |
| Range of channels available | 76 | 78 |
| TV signal reliability | 76 | 78 |
| Premium channels available | 75 | 77 |
| Range of on-demand content* | NM | 77 |
| Range of sports programming* | NM | 77 |
| Call center satisfaction | 68 | 68 |
NM=Not Measured
NA=Not Available
Industry averages are weighted by companies’ market shares.
2024 results based on data collected April 2023 – March 2024.