Customers Can't Get No Satisfaction


Consumer satisfaction with cable and satellite video providers receded during
the first quarter, according to a recent survey.

The American Consumer Satisfaction Index indicated that satisfaction with
cable and satellite declined to 61 (out of 100) from 64 in the first quarter of

Satellite providers came out on top of the ACSI ratings, as DirecTV Inc. was
first, notching a score of 70 among respondents, matching last year's
performance. EchoStar Communications Corp. was second with a 68, down from a

Among cable operators, Time Warner Cable led the way with a 61, down from a
63 in first-quarter 2001. In fact, all four of the MSOs in the survey sustained
hits in customer satisfaction among respondents.

Comcast Corp. and AT&T Broadband were tied at a 56, but down from a 64
and 62, respectively, the year before. Charter had a score of 53 in the most
recently completed span versus a 63 in the prior-year period.

The ACSI data are compiled by the University of Michigan Business School with
the aid of the American Society for Quality and CFI Group, an international
consulting firm.