In a recent customer satisfaction survey that included other major telephone, television and Internet service providers, Comcast Corp. (NASDAQ: CMCSA) and Time Warner Cable Inc. (NYSE: TWC) finished at or near the bottom in every category in every region of the country. Pretty impressive.
Among other companies included in the survey were Verizon Communications Inc. (NYSE: VZ), DirecTV (NASDAQ: DTV), Dish Network Corp. (NASDAQ: DISH), Cox Communications, Cablevision Systems Corp. (NYSE: CVC) and AT&T Inc. (NYSE: T). The survey was conducted by J.D. Power and reported for each of four regions of the country that rated providers based on TV service satisfaction, Internet service satisfaction and wireline phone service satisfaction. Scores are based on a possible 1,000 point scale.
Neither Comcast’s Xfinity service nor Time Warner ever scored even as high as the average in any region. As a TV service provider, Xfinity scored 684 and Time Warner scored 668 in J.D. Power’s eastern region, where the average score was 706 and the top score of 738 was posted by DirecTV.
As an Internet service provider, Xfinity scored 668 and Time Warner scored 658 in the eastern region, compared with an average score of 687 and a top score from Verizon of 712.
As a residential telephone service provider, Xfinity scored 696 and Time Warner scored 679 in the eastern region, against an average score of 715 and a top score of 740 from AT&T.
The J.D. Power results echo results from the American Customer Satisfaction Index (ASCI) reported in May rating Comcast and Time Warner as the two worst cable and Internet providers in an industry that is less popular than auto dealerships or insurance companies.
The good news that if the proposed merger between the two is allowed, it will open up space for a new name at the bottom of the rankings.