According to a report by the American Customer Satisfaction Index, consumer satisfaction with their cable and Internet providers is low. In fact, satisfaction with subscription TV services dropped 3.1% last year.
Those who have cut the cord in favor of streaming services like Netflix and Amazon Fire TV reported higher levels of satisfaction, though.
Among subscription TV services, the highest level of satisfaction was reported by users of Verison’s FIOS, followed by AT & T’s U-verse and DIRECTV.
DISH Network, Bright House and Charter were in the middle with Comcast, Mediacom and Time Warner at the bottom.
Consumers say the worst thing about these companies is their customer service – they give their worst scores to the call centers.
For Internet Service Provders, AT & T came out on top again, followed by Verizon. Comcast was at the bottom of the list again.
Customers complained that bills were hard to understand and that there wasn’t enough variety available for plans. Again, consumers saved the lowest marks for the call centers.
Wireless phone providers were better liked than cable companies and ISPs, but there were still some issues. TracFone actually topped the list, followed by Verizon. Sprint and AT &T mobility were at the bottom of the rankings. Wireless providers scored well for in-store staff, but call center satisfaction was, once again, the biggest complaint of consumers.
Consumers were pretty happy with their phone hardware, though. Samsung and Apple topped the list of favorite device makers. The Galaxy Note 4 & Note 3 were the favorite phones, with the iPhone Plus 6 coming in 3rd. Overall, customers liked their smartphones and didn’t really have may complaints about the quality or the ease of use.
~ Cynthia
Comcast. Can’t speak for anyone else, but this is my problem with CC call center. First, one does not call a cable company to chat. They call with a problem, and it might be a minor one. However, call CC and one is deluged with annoying ads, and a long speech explaining how most problems can be fixed by visiting their site, along with details. Then comes the menu, and then usually another one offering all kinds of auto menus. Maybe more. Then the wait. By the time I get to a person, I am completely frustrated, and my small problem has escalated to anger. The CC staff are usually quite good, but it’s too late. I’m livid by then. More insulting, they send a long email survey but it’s about the CC person, not the miserable service.
My cable is TWC, and they get a 2 out of 10. Customer service is polite, but definitely not educated in the service. Reaching them is the same as the comment above about Comcast: slow, slow, and difficult, difficult, difficult to reach a live person with whom to discuss the primary problem. Automated answering is NOT the way for these companies to go.
MY ISP happens to also be my home phone service company (Frontier Communications). Out of all the companies I know that provide Internet Service, I would choose to stay with my phone service and DSL service. They may not be the cheapest, but their service has been reliable, and when I need help, it takes fewer clicks on the phone to get through to a human. Sill, they only get a 7 out of 10 rating, but nearest below them would barely make a 5 out of 10.
Like most companies in the US ATT has switched to Overseas for customer service.It used to be they would try to help the customer with the service by lowering the bills or chartching less because of a promotion. Now it is almost impossible to lower the bill no matter how loyal a customer you have been in the past. Th positive side is how really good the TV and Internet service is