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Report: TV and Internet customer satisfaction
By Adnews Staff
Research company J.D. Power has released the results of its latest studies of Canadian television provider and Internet provider customer satisfaction. The reports measure customer satisfaction with a provider's performance, reliability, cost, communication, billing and customer service. The television report also measures satisfaction with programming. According to the reports, television consumers in Canada rated their satisfaction with their provider at 685 out of 1,000, up from 675 last year. Internet consumers rated their satisfaction at 672, up from 668.
In addition, 45% of Canadian television consumers watch also programming on devices such as computers, tablets and smartphones, up from 42% last year. Customer satisfaction is 30 points higher that the average among respondents using such devices. Satisfaction among users with personal video recorders is 16 points higher than the average.
"Customers are increasingly looking for flexibility in how they use their services," said Adrian Chung, an account director at J.D. Power. "Today, this means connecting to TV or video on tablets and smartphones, in addition to traditional access. The ability to access content anywhere, anytime via multiple devices and locations represents a perceived value-add to new and existing subscriptions, which positively impacts both the customer experience and loyalty toward service providers."