Cable customer satisfaction greater when purchasing bundled services
May 22, 2009
A new study shows that customers who purchase bundled services from their cable providers - TV, high speed internet and phone - are more satisfied with their providers than those who just get cable TV.
Almost two-thirds of U.S. households, 62 percent, currently receive a bundle of services from one company, nearly double the rate of 33 percent from four years ago, according to consumer research from Leichtman Research Group.
Of those who receive bundled services, 66 percent are very satisfied with their cable TV company – compared to 55 percent who get only cable TV, the company reported.
Bruce Leichtman, president and principal analyst for Leichtman Research Group, said the increased number of consumers choosing to bundle high speed Internet and/or telephone service with cable TV "has been crucial in increasing the overall satisfaction of cable subscribers over the past several years."
Compared to customer satisfaction with satellite TV service, the study found that cable TV customers are now about equally satisfied, for the first time.
The gap in the levels of satisfaction between cable and satellite subscribers has narrowed over the past several years, with satisfaction among cable TV subscribers gradually increasing and satisfaction among satellite subscribers declining slightly, the research company said.
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