Survey: TWC Slips in Customer SatisfactionYouGov 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