- The latest report from the American Customer Satisfaction Index on industries it measures indicates consumers ranked pay-TV companies and Internet service providers last on the list over poor service and high prices.
- The recent merger of Time Warner Cable and Charter Communications hasn't helped the industry's image either; ACSI says big mergers tend to lower customer satisfaction in the short term. Of all the cable companies, TWC received the lowest score -- dropping 9% from last year.
- Customer service is a main concern among consumers when it comes to cable providers, and even the companies themselves recognize they need to bolster their efforts.
If the ACSI's report can show us anything, it's that consumers are still distrustful of cable conglomerates. The high profile merger between Time Warner and Charter hurt both brands, as did the failed merger between Time Warner and Comcast before that.
The ACSI report credits poor customer service and higher prices for cable companies' low rankings. To polish its image, the cable industry needs to refocus its marketing efforts and put its energy toward upping its customer-conversation game.