Subscription TV Service

The ACSI has two decades of experience analyzing customer satisfaction with subscription television service providers in the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their cable, satellite, or fiber-optic TV service. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Subscription TV Benchmarks »

ACSI Telecommunications Study 2020-2021 »

Subscription TV Customer Experience Benchmarks

Unique to the subscription TV industry, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Standard picture quality
    • HD (High Definition) picture quality
    • TV signal reliability
    • Interruptions/outages
    • Range of channels
    • Premium channels
    • Remotes, on-screen menus, and program guides
    • Understanding the bill
    • Store/service center staff courtesy and helpfulness
    • Store/service center transaction speed
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Subscription television service industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential subscription TV industry data spanning two decades, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Subscription TV clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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