Greater competition and customer satisfaction are linked, and that is supported by the findings of the latest American Customer Satisfaction Index, which was released Tuesday. Over the 12-month period, wireless service was the only telecom industry to improve. There is plenty of competition in wireless, whereas pay-TV and ISPs have little competition.
Among its other findings, the report found some aspects of landline service — relegated to the dust bin of history — performed better than a year ago, including call quality, service reliability, fewer outages and faster completion of transactions. Also, pay-TV customer satisfaction has fallen and is tied with ISPs for the lowest-scoring of all 43 industries measured by ACSI.
The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States. The index results are based on 36,194 customer interviews conducted over 12 months ending in April 2017. The scores are on a scale of 0 to 100. Revenue figures listed are for the service’s parent company, and are for the most recent reported year available.