Four percent of all Dutch interactive TV users ae dissatisfied or very dissatisfied with the on-screen menus offered by KPN and Ziggo.
This may be a small number, but overall, satisfaction with the menu of interactive TV is falling, according to research by Telecompaper. Only 18% are very satisfied, one year earlier this was 21% and in 2014 it was 27%. People are also less satisfied with the Replay TV function from Ziggo and KPN.
The percentage of people who are ‘simply satisfied’ with their interactive TV menu was also lower in November 2017 than in the previous year: 54% compared to 57%.
Functions such as watching free TV series and movies from the interactive TV menu and pausing live TV are also less appreciated. Of all people, 21% were very satisfied with the former functionality, while a year earlier this was clearly more than 30%. There is also a significant decrease in the number of people who say that they are ‘very satisfied’ between 2016 and 2017: dropping from 36 to 34%.
The number of Dutch people who are very satisfied with the function of catching up with programmes (specific Replay TV from Ziggo) has dropped from 20 to 17% in 2017. In 2015 the figure was still 30%. With regards to KPN’s catch-up service, 21% said they were’ very satisfied’ with this function, a 7% drop since December 2015.
Broadband TV Views. During the period of research – from 2015 till 2017 – both KPN and Ziggo have expanded their respective interactive services, adding advanced functions such as pause live TV, restart a programme, catch up by going back in the EPG for seven days and adding more on-demand libraries to their catalogues. It is not clear from this Telecompaper research what caused the decrease in satisfaction – the functions themselves or the way to navigate the interactive TV menus. Maybe viewers are now overwhelmed by the many new functions and h
ave difficulty finding their way to the programmes they want to watch.
