& cplSiteName &

Cable Can't Shake Poor Reputation

Alan Breznick
11/26/2013
50%
50%

US cable operators may like to think that they have shaken their previously poor reputations for delivering good service, but it looks like they haven't done so yet -- judging from what you're telling us.

In our latest Light Reading community poll, readers chose cable's "poor reputation for service performance and reliability" as the single greatest challenge facing cable operators in the commercial services market today as they pursue mid-size and larger firms. With 335 votes cast as of Tuesday morning, that challenge easily topped all the other choices, including "lack of a national footprint to serve firms with multiple locations" and "not enough direct fiber lines to commercial locations."

Specifically, slightly more than a third of you, or nearly 34%, selected the poor reputation choice as cable's biggest commercial challenge. Slightly less than a quarter of you, or just over 23%, picked the lack of national footprint choice. And slightly less than one-seventh of you, or more than 13%, selected the "not enough fiber lines" option.

Only one other choice, "stronger competition from entrenched telco incumbents," scored in the double-digit percentages. The other three poll choices lagged behind in the single-digit percentages.

These findings gibe with other, more scientific polls of consumers that have been conducted in recent months. In one report published by the research firm Tempkin Group in August, cable companies took four of the five lowest rankings for customer service satisfaction. And, in the last J.D. Power and Associates study of US pay-TV providers, the top MSOs consistently ranked at the bottom end of the customer satisfaction scale. (See Cable Customer Service Still Stinks.)

Cable operators do fare much better in polls conducted among commercial users. In J.D. Powers' latest business wireline satisfaction study in June, for instance, cable operators dominated the top customer satisfaction rankings for very small companies (those with fewer than 20 employees). But they fell to the middle or bottom of the pack in the small-to-midsize-business (SMB) and large enterprise categories. (See Small Firms Love Cable.)

So cable operators still have their work cut out for them in improving their public image. That poor image clearly threatens to hamper them as they try to move upmarket in the commercial services space.

— Alan Breznick, Cable/Video Practice Leader, Light Reading


Interested in learning more on this topic? Then come to The Future of Cable Business Services 2013, a Light Reading Live event that takes place Wednesday, December 4, 2013, at the Westin Times Square in New York City. Back by popular demand for the seventh straight year, this is a one-day conference that will examine the progress that cable operators are making in the roughly $140 billion US business telecom services market and the challenges they face in keeping up the momentum. For more information, or to register, click here .


(25)  | 
Comment  | 
Print  | 
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Page 1 / 3   >   >>
albreznick
50%
50%
albreznick,
User Rank: Blogger
11/28/2013 | 12:44:42 PM
Re: Let me buy what I want
It's interesting to see how this thread led to Australian football. Doesn't anybody care about the NFL anymore? Or even the CFL for that matter?
Liz Greenberg
50%
50%
Liz Greenberg,
User Rank: Light Sabre
11/27/2013 | 12:38:24 PM
Re: Let me buy what I want
Hey RClark...yeah I know...but my teams have been up there for quite a few years.  I started as a Saints fan when I chose them by staying in St Kilda and had no better reason.  Then I was in Perth and met the fiance of the top Eagles player.  She said that I had to support them as well and here I am.  The Swans are a nice team too...is it weird to have three teams? BTW the rates aren't bad for watching AFL online.  I started with a Telstra account but now AFL has its own "channel" - http://afltv.afl.com.au/.

It is too bad that the AFL has taken so much from the NFL and NBA with respect to broadcasts.  I think that the MLB has it right...sell online subscriptions to anybody who wants to pay regardless of location.  Maybe the AFL, NFL and NBA will follow the MLB???
Liz Greenberg
50%
50%
Liz Greenberg,
User Rank: Light Sabre
11/27/2013 | 12:32:55 PM
Re: Let me buy what I want
I haven't thought about Slingbox in years...I will look into it!
R Clark
50%
50%
R Clark,
User Rank: Blogger
11/27/2013 | 3:26:37 AM
Re: Let me buy what I want
Do you follow the Saints AND the Eagles, Liz? Can't you find a team that's somewhere in the top half of the comp?

Just about every AFL media/marketing idea has been poached from NFL and NBA, ironic given how aggressively it protects its own IPR. It has its own cable channel on Foxtel (owned by Telstra & Murdoch) in Oz. In Asia, the Australian TV network broadcasts some games for free - the rest I can watch online.

Get on the Swans for 2014.

 

 

 
MordyK
50%
50%
MordyK,
User Rank: Light Sabre
11/27/2013 | 1:09:02 AM
Re: Let me buy what I want
Been to a coupla games when I was in Australia but I kinda lost contact with it aside for when I accidentally walked into a bar with a freind that's catered toward Aussie's and a game was on.

Netflix's surpassing of HBO in terms of total subs might be the trigger for web based OTT subscriptions to finally be implemented by the "important" channels.

BTW another option is to install a Slingbox and stream games from it as a server.
Liz Greenberg
50%
50%
Liz Greenberg,
User Rank: Light Sabre
11/26/2013 | 9:24:56 PM
Re: Let me buy what I want
Mordy...are you an AFL fan?? If so...go Saints and Eagles!!!  If not...well give it a try...it is truly exciting.  I hope that the NFL follows suit EXCEPT that it allows us to watch it inside the US via subscription. I think that the AFL has learned from the NFL and the poor Aussies cannot subscribe via the internet, only outside of Australia.  Bootleg video is all the rage! 

See Comcast, TWC, et al...this is how you LOSE subscribers, they switch to crummy video broadcast illegally from some remote village in eastern Europe.
MordyK
50%
50%
MordyK,
User Rank: Light Sabre
11/26/2013 | 8:08:30 PM
Re: Let me buy what I want
Cheerio mate!
Liz Greenberg
50%
50%
Liz Greenberg,
User Rank: Light Sabre
11/26/2013 | 8:01:25 PM
Re: Let me buy what I want
I know Mordy but I need NFL.tv too and that doesn't exist yet.  Once it does I won't be able to find my cable cutters fast enough!  I already subscribe to Aussie Rules Football via the internet!
MordyK
50%
50%
MordyK,
User Rank: Light Sabre
11/26/2013 | 4:36:45 PM
Re: Let me buy what I want
Liz, Get an MLB.TV subscription and use a proxy for in-home games, and dont tell anybody I told you to do that :)
brookseven
50%
50%
brookseven,
User Rank: Light Sabre
11/26/2013 | 4:32:25 PM
Re: Some improvement
Project Pronto required SBC (at the time) to sell bitstreams in a neutral way out of Central Offices to anyone who wanted to buy them.

You are thinking of the DLC unbundling aspects of Pronto as a bigger deployment model, which it was not.

seven

 
Page 1 / 3   >   >>
From The Founder
The time has come for a telecom app store to save the industry.
Flash Poll
Live Streaming Video
Charting the CSP's Future
Six different communications service providers join to debate their visions of the future CSP, following a landmark presentation from AT&T on its massive virtualization efforts and a look back on where the telecom industry has been and where it's going from two industry veterans.
LRTV Documentaries
BCE 2017: Intel's Take on Network Transformation

5|24|17   |     |   (0) comments


In this BCE 2017 keynote, Lynn Comp discusses Intel's vision for areas such as analytics, automation and service assurance. For more videos and BCE coverage, see http://www.lightreading.com/bce.asp.
LRTV Documentaries
Order From Chaos: The Steve Saunders BCE Keynote

5|24|17   |   17:27   |   (0) comments


Kicking off BCE 2017, Light Reading founder Steve Saunders lays blame for NFV's slow ramp-up and urges telecom to return to old-fashioned standards building and interoperability testing.
Think of this as the video sequel to the recent columns he's written about NFV and the prospect of a telecom app store. (See

LRTV Documentaries
Service Provider Panel: Partnering in the Digital Era

5|22|17   |     |   (0) comments


Coopetition has always been part of telecom, but the ecosphere now includes data centers, vendors, apps developers, cloud service providers and Internet content providers. This BCE 2017 panel explores the new attitudes among network operators as to the value and variety of ...
LRTV Interviews
Site Demo: AT&T's IoT Flow Platform

5|19|17   |   04:25   |   (0) comments


At AT&T's R&D center in Tel Aviv, Israel, project leader Eyal Segev talks about the operator's Flow platform and how it helps to prototype IoT applications.
LRTV Documentaries
Agent of Change: A Q&A With AT&T's John Donovan

5|18|17   |     |   (0) comments


Carol Wilson talks with the man leading AT&T's transformation efforts about the challenge of change.
LRTV Documentaries
BCE Service Provider Panel: The New Business Realities

5|18|17   |     |   (0) comments


For virtualization to happen, the telecom industry first has to grapple with key functional aspects of SDN and NFV that need to be universal, such as onboarding of virtualized network functions and federation of software-defined networks.
LRTV Interviews
BCE Service Provider Keynote: CenturyLink

5|16|17   |   22:32   |   (0) comments


Aamir Hussain leads the Product Development and Technology organization at CenturyLink, which includes the company's information technology function. He is an experienced senior technology executive with more than 25 years of proven success in the implementation of global technology operations, operationalization of complex technology, infrastructures and business ...
LRTV Interviews
CenturyLink CTO on Transformation

5|16|17   |   7:43   |   (0) comments


The 80-year-old telco has already gone through several transformations, including every time it made an acquisition, but its purchase of Level 3 coupled with changes in technology and customer expectations necessitates its biggest transformation yet.
LRTV Documentaries
Light Reading Hall of Fame 2017

5|15|17   |   5:05   |   (1) comment


Find out who made it into Light Reading's Hall of Fame this year.
LRTV Interviews
Site Visit: AT&T's Tel Aviv R&D Center

5|15|17   |   09:58   |   (1) comment


Nir Shalom, general manager and VP of application development at AT&T Israel, talks about the key service developments undertaken at the AT&T R&D facility in Tel Aviv and how the team there has adopted new ways of working.
Telecom Innovators Video Showcase
Act on Your Intelligence With Amdocs aia!

5|15|17   |     |   (0) comments


Amdocs CMO Gary Miles explains how communications service providers can seize the AI opportunity with Amdocs real-time digital intelligence platform.
LRTV Interviews
Logtel CEO: Making Sense of IoT

5|15|17   |   09:48   |   (0) comments


Jacques Bensimon, founder and CEO of Tel Aviv-based training and consultancy Logtel, talks about the need to make IoT more than just a buzzword.
Infographics
With the mobile ecosystem becoming increasingly vulnerable to security threats, AdaptiveMobile has laid out some of the key considerations for the wireless community.
Hot Topics
AT&T's Donovan: Women Adapt Faster Than Men
Sarah Thomas, Director, Women in Comms, 5/18/2017
Sonus & Genband Finally Combine to Form $745M Company
Dan Jones, Mobile Editor, 5/23/2017
Cities Clamor for More Clout at FCC
Mari Silbey, Senior Editor, Cable/Video, 5/23/2017
What's Blocking 4K TV Today
Alan Breznick, Cable/Video Practice Leader, Light Reading, 5/22/2017
Fright Wigs & Cocktails: BCE 2017 in Pics
Mitch Wagner, Editor, Enterprise Cloud, 5/19/2017
Like Us on Facebook
Twitter Feed
BETWEEN THE CEOs - Executive Interviews
One of the nice bits of my job (other than the teeny tiny salary, obviously) is that I get to pick and choose who I interview for this slot on the Light Reading home ...
TEOCO Founder and CEO Atul Jain talks to Light Reading Founder and CEO Steve Saunders about the challenges around cost control and service monetization in the mobile and IoT sectors.
Animals with Phones
What Brogrammers Look Like to the Rest of Us Click Here
Live Digital Audio

Playing it safe can only get you so far. Sometimes the biggest bets have the biggest payouts, and that is true in your career as well. For this radio show, Caroline Chan, general manager of the 5G Infrastructure Division of the Network Platform Group at Intel, will share her own personal story of how she successfully took big bets to build a successful career, as well as offer advice on how you can do the same. We’ll cover everything from how to overcome fear and manage risk, how to be prepared for where technology is going in the future and how to structure your career in a way to ensure you keep progressing. Chan, a seasoned telecom veteran and effective risk taker herself, will also leave plenty of time to answer all your questions live on the air.