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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 MikeDiction on 5/21/2014 5:58:48 AM , Rating: 0
Middle ISP's already charge Netflix for providing bandwidth for their video servers. These are very large, expensive pipes. Consumer facing ISPs charge customers a smaller amount of money for a lot of little pipes.

Regardless of what happens on these pipes they have a maximum bandwidth and that bandwidth has been paid for upfront. The point of net neutrality is that it shouldn't matter whether the majority of data is taken up by video, communications, or the like. The role of the ISP is to STFU and deliver bits at the speed promised.

A good network manages capacity vs. cost and gets the job done as best it can for the majority of its customers. ISPs like Comcast want to leverage their positions as monopolies on their customer bases to prioritize access for latency/bandwidth dependent services and charge more for that. They really just want to make more money off the bandwidth they already provide.

TL;DR Comcast wants to charge companies for accessing the bandwidth that its customers already pay for in order to have access to those companies services in the first place. A la "double dipping". Monopolies let you get away with some pretty creative business practices.


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