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02.24.2009
Originally featured on BroadcastEngineering.com
Telco IPTV providers enjoy high levels of customer satisfaction, says report

Telco IPTV providers are well-positioned and lead in customer satisfaction and brand loyalty, according to a new report from Strategy Analytics.

More than 80 percent of Verizon FiOS and AT&T U-Verse television customers report they are “very” or “extremely” satisfied with their provider. Cable customers, on the other hand, had the lowest satisfaction levels, with Time Warner Cable subscribers the most likely to churn if offered a compelling price discount.

For the report, “Digital TV Customer Satisfaction and Propensity to Churn: US Survey Results 2H’08,” Strategy Analytics polled 842 U.S. digital television subscribers about their satisfaction levels, propensity to churn and perceived obstacles to defecting. According to Strategy Analytics analyst John Lee, the digital television component of a triple-play offering is “the area with the highest potential for service differentiation and the one with the lowest fault tolerance.” Mitigating churn will require service providers to pay close attention to their digital television offering, he added.

Telco IPTV providers have established themselves in the TV market with an exceptional level of customer service, the report found.


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