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The latest results from American Customer Satisfaction Index should give customers pause

Comcast’s efforts to acquire Time Warner Cable (TWC) are coming under increasing scrutiny from all sides. Netflix has come out in direct opposition to the merger, stating that, “the combined company would possess even more anti-competitive leverage to charge arbitrary interconnection tolls for access to their customers.”
 
The Department of Justice (DOJ) is already assessing the proposed merger, while the state of New York is launching its own “rigorous review” to “determine whether the proposed transaction is in the public interest.”
 
But we can’t leave out the consumer in all of this, and that’s where the American Customer Satisfaction Index (ACSI) comes into play. The ACSI bills itself as the “only national cross-industry measure of customer satisfaction in the United States.” ACSI’s scientific model allows it to measure customer satisfaction across a broad spectrum of products and services across the country — including internet, television, and mobile/landline phone services.
 
According to ACSI’s latest annual report on customer satisfaction, Comcast and TWC represent the two worst companies with respect to internet service, TV service, and fixed-line service in the United States. We have to hand it to the two companies for managing to strike out on all three of the major services that they offer to customers.

 
Among Internet Service Providers (ISPs), the industry average was a score of 63 on a 100-point scale. Comcast was rated at 57, while TWC was dead last at 54.

 

The industry average for Subscription Television Service was 65 on a 100-point scale. Comcast pulled in a score of 60, while TWC again brought up the rear with a score of 56.

 
You should be noticing a pattern here by now, so it should be no surprise that the Fixed-Line Telephone Service category saw an industry average of 73 on a 100-point scale, with Comcast and TWC bringing in scores of 67 and 65 respectively. TWC again was ranked dead last.
 
So what does this mean for consumers, when the two worst performing companies in customer satisfaction are gearing up to walk down the aisle together? “It’s a concern whenever two poor-performing service providers combine operations,” said David VanAmburg, ACSI Director. “ACSI data consistently show that mergers in service industries usually result in lower customer satisfaction, at least in the short term. It’s hard to see how combining two negatives will be a positive for consumers.”
 
It should also be noted that the readers of The Consumerist recently voted the Worst Company in America Comcast for 2014.

Sources: American Customer Satisfaction Index, Ars Technica [Charts], The Office of the Governor of New York



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RE: >.<
By Motoman on 5/20/2014 2:38:56 PM , Rating: 3
Yup. The sheer stupidity of people who ask that question is mind-boggling.

Example: Verizon has a stake in Redbox. That's an online movie streaming service that competes with Netflix. For what possible reason would Verizon *not* throttle Netflix traffic? When people call up to complain that Netflix is all jittery and crappy, Verizon can say "huh, well you know we offer Redbox on a *fastlane* that is guaranteed to give the best performance possible" and then people switch. Through no fault of Netflix, they lose customers to Redbox - because it was legal for the ISP to monkey with the data.

Beyond paid-for services, the problem continues. Say Faux News contacts Comcast and offers them a billion dollars to put them in a "fastlane" and relegate CNN, MSN, Reuters, so on and so forth all to throttled connections. Unless CNN et al also pony up, Comcast subscribers will become frustrated with poor performance on those websites, and likely be funneled to Faux News.

The world that leads to irrefutably is a world in which your eyeballs are bought and sold to the highest bidder. The internet will cease to function...it will be owned by the largest corporations that have the deepest pockets to pay the largest bribes to the ISPs. And if you're not able to bribe the ISPs at the same level as the big boys...you're done. Game over, man. GAME OVER!


"A politician stumbles over himself... Then they pick it out. They edit it. He runs the clip, and then he makes a funny face, and the whole audience has a Pavlovian response." -- Joe Scarborough on John Stewart over Jim Cramer














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