As the Cable Congress takes place in London the latest analysis from our ConsumerMetrix survey suggests that cable companies are doing well in broadband, but not so well in television. Based on responses to the question “How would you rate your overall satisfaction with your provider?”, we developed customer satisfaction net promoter scores, which is simply the difference between customers who say they are satisfied and those who are not satisfied.
Cable customers give their providers a 66% rating in broadband, which beats other providers on 63%. But cable customers only give their television service a score of 37%, compared to 44% given by customers of other platforms. This confirms what we may know intuitively: that cable’s strength, relative to competitors, is in broadband, and if it is serious about television it needs to address the customer satisfaction deficit.