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Shocker: ISPs Have Terrible Customer Satisfaction Ratings

| 20 May 2014 17:40
South Park Time Warner Cable 310x

Comcast and Time Warner Cable score lower than any other provider on the ACSI report.

If your customer service is bad enough for South Park to put you in the crosshairs, it's probably not a good thing for your ratings to plunge even further.

But that's exactly what happened with Time Warner Cable and Comcast, as the American Customer Satisfaction Index (ACSI) dropped their scores, along with every other major national provider.

The ACSI is "an independent national measure of customer satisfaction with the quality of products and services available to household consumers in the United States," that surveys roughly 70,000 consumer in the US every year. After gathering data on cable TV and Internet providers (along with fiber operators like Verizon FiOS), the ACSI said the average ISP satisfaction score dropped by 3.1 percent between 2013 and 2014.

"As the number of Internet users grows, customer satisfaction with the service retreats, sliding 3.1% to an ACSI score of 63-the bottom rating among the 43 household consumer industries measured in the Index. Higher subscription prices, unreliable service, and slow broadband Internet speeds continue to pull ISP customer satisfaction down."

The drops happened nearly across the board for providers; While Verizon FiOS (71) and AT&T U-Verse (65) maintained their scores from 2013, every other ISP's grade slipped.

Comcast and TWC, which were the two bottom-rated companies in 2013, maintain that prestigious shared honor in 2014. Comcast dropped from 62 to 57, while TWC plunged 14 percent, from 63 to 54.

And all these numbers are just from the Internet Service Provider category. Under the "Subscription TV" category, all of the companies included dropped an average of 4.4 percent, Verizon and AT&T included.

You can check out the entire report on the ACSI website.

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