Cable Operators

Survey: TWC Slips in Customer Satisfaction

YouGov Says TWC Brings Up Rear in Customer Survey; DirecTV Tops List 11/27/2013 11:40 AM Eastern

As deal speculation continues to swirl around Time Warner Cable, the second largest cable operator in the country has slipped in terms of customer satisfaction according to a recent survey by brand perception research company YouGov BrandIndex.

According to YouGov, Time Warner Cable has the poorest brand perception of the major pay TV service providers, with a score of -10. At the top of the list is DirecTV, with a score of 22, while the top cable company in the survey was Cox Communications, with a score of 14.

Dish Network was most improved, rising three points over the past six months to a score of 16.

YouGov BrandIndex’s Satisfaction score ranges from 100 to -100 and are compiled by subtracting negative feedback from positive. A zero score means equal positive and negative feedback.

The cable and satellite brands were measured with YouGov BrandIndex’s Satisfaction scores, which asks respondents "Are you a satisfied customer?" All respondents are adults 18 and over. Results were charted two ways for this sector – creating an average satisfaction score for the six months to November 25, 2013, and measuring the movement of satisfaction scores over the past six months.

Cox’s satisfaction average score over the past six months was 14, compared to Comcast at 1. Both companies climbed two points vs. the prior six months.

Here are the results, according to YouGov:

 

Company                    Score               Previous Score

DirecTV                      21                   22

Dish Network             16                    13

Cox                           14                    12

Cablevision                  5                     9

Comcast                      1                    -1

Time Warner Cable      -10                  -7

Source: YouGov

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