Customer Satisfaction with Telecom Services Rises for the First Time in 4 Years
With many Americans observing stay-at-home orders, satisfaction with TV and internet services have improved for the first time in four years.
The old saying about absence making the heart grow fonder may not hold true for the telecom industry any longer. COVID-19 stay-at-home orders have many Americans spending more time in front of their TVs, computer screens, and personal mobile devices. And customer satisfaction ratings are going up when one might think they’d be going down.
In its latest report, the American Customer Satisfaction Index (ACSI) shows a year-over-year increase in customer satisfaction with pay cable/satellite TV service, internet service providers (ISPs), and video-on-demand (VOD) service. Satisfaction with streaming video services is unchanged while fixed-line phone service dipped slightly.
Even with the improved scores, however, telecom services continue to be among the least-liked of all industries surveyed by ACSI. Against a weighted national average ACSI score of 75.4, only streaming video service tops that score with an average of 76. VOD, pay TV, wireline phone service, and ISPs score 68, 64, 70, and 65.
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Paul Ausick has been writing for 247Wallst.com for more than a decade. He has written extensively on investing in the energy, defense, and technology sectors. In a previous life, he wrote technical documentation and managed a marketing communications group in Silicon Valley.
He has a bachelor's degree in English from the University of Chicago and now lives in Montana, where he fishes for trout in the summer and stays inside during the winter.
