Light Reading

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   >   >>
Flash Poll
From The Founder
Network architects aiming to upgrade their networks to support agile, open, virtualized services in the 21st century need to consider new criteria when choosing between technology suppliers.
Live Streaming Video
BTE 2015 Sponsor Keynote: HP
Dr. Prodip Sen, CTO, Network Functions Virtualization, HP
LRTV Custom TV
Red Hat Demo

7|2|15   |   10:53   |   (0) comments


Red Hat's Nicolas Lemieux demonstrates how Red Hat is driving innovation through open source communities.
LRTV Custom TV
Red Hat's Approach to OpenStack Adoption

7|2|15   |   5:17   |   (0) comments


Red Hat's Radhesh Balakrishnan outlines his company's open source strategy for both enterprises and telcos.
LRTV Custom TV
The New IP Goes Mobile With vEPC

7|2|15   |   1:12   |   (0) comments


Heavy Reading's Gabriel Brown discusses results of a Light Reading survey sponsored by Brocade that shows a clear commitment by mobile operators to move quickly to virtual EPC deployment.
LRTV Custom TV
Making Business Sense of SDN

7|2|15   |   1:42   |   (0) comments


Results of a Brocade-sponsored survey show that CSPs have a clear sense of SDN use cases but are wrestling with the business case. Sterling Perrin of Heavy Reading looks behind the numbers.
LRTV Custom TV
NFV Will Be Here Sooner Than You Think

7|2|15   |   2:22   |   (0) comments


Forget the usual ten-year cycle for new technologies – NFV will be a core part of CSP networks in five years, based on results of a Brocade-sponsored survey, says Heavy Reading's Caroline Chappell.
LRTV Custom TV
The New IP Gains Traction With CSPs

7|2|15   |   1:42   |   (0) comments


Roz Roseboro of Heavy Reading analyzes results of a Light Reading survey sponsored by Brocade showing that CSPs are getting serious about making the transition to the New IP era.
LRTV Custom TV
It's (Real) Time for Analytics

7|2|15   |   1:42   |   (0) comments


Heavy Reading's Jim Hodges looks at how CSPs say they plan to use analytics to deploy new services in real time as part of The New IP, based on results of a survey sponsored by Brocade.
LRTV Documentaries
IoT in Action

6|30|15   |   1:39   |   (8) comments


Two co-workers discuss the benefits of IoT technology.
LRTV Interviews
Ericsson Opens Up on OPNFV

6|30|15   |   14:16   |   (1) comment


Martin Bäckström, VP and head of industry area Datacom at Ericsson, talks to Light Reading founder and CEO Steve Saunders about the emergence of OPNFV, the importance of standards and Ericsson's OPNFV plans.
LRTV Custom TV
NetNumber Founder Discusses NFV/SDN Impact on SP Networks

6|26|15   |   4:15   |   (0) comments


NetNumber Founder Doug Ranalli examines why SPs need a new network infrastructure for service agility. While NFV and SDN are the tools, the old ways of thinking about signaling control are inhibitors. Doug provides his recommendations.
LRTV Custom TV
Orchestrating NFV vCPE Services Across Multivendor Networks

6|26|15   |   5:46   |   (0) comments


Nirav Modi provides an overview of vCPE, the fastest-growing NFV use case, showing how Cyan's Blue Planet orchestrates vCPE services across a multivendor infrastructure to rapidly deliver new managed services for business customers.
LRTV Custom TV
ZTE at LTE Summit Amsterdam 2015

6|26|15   |     |   (0) comments


As one of the leading global telecommunications providers, ZTE presented its cutting-edge technology at LTE World Summit 2015 in Amsterdam. On display at ZTE's booth were the latest R&D achievements in wireless, 5G development, HetNet, deep convergence of FDD and TDD, and RCS/IMD/iSDN/vCN.
Upcoming Live Events
September 16-17, 2015, The Westin Galleria Dallas, Dallas, TX
September 29-30, 2015, The Westin Grand Müchen, Munich, Germany
October 6, 2015, The Westin Peachtree Plaza, Atlanta, GA
October 6, 2015, Westin Peachtree Plaza, Atlanta, GA
October 14-15, 2015, New Orleans Ernest N. Morial Convention Center, New Orleans, LA
November 5, 2015, Hilton Santa Clara, Santa Clara, CA
All Upcoming Live Events
Infographics
Hot Topics
Who's Feeding Fiber to LinkNYC Hotspots?
Mari Silbey, Senior Editor, Cable/Video, 6/29/2015
What's a Gigabit Good For?
Carol Wilson, Editor-at-large, 7/1/2015
Colt to Jettison Ailing IT Business
Iain Morris, News Editor, 6/30/2015
Eurobites: Activist Investor Takes Stake in AlcaLu
Paul Rainford, Assistant Editor, Europe, 6/30/2015
Like Us on Facebook
Twitter Feed
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
Casa Systems has been going from strength to strength over the last couple of years. In 2013, it became the first vendor to ship an integrated CCAP device -- the ...
Cedrik Neike, SVP of Global Service Provider, Service Delivery, at Cisco, talks to Light Reading founder and CEO Steve Saunders about solving service provider customer problems in a virtualized, DevOps world, including multivendor support and the future of network procurement.
Cats with Phones