& 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   >   >>
Educational Resources
sponsor supplied content
Educational Resources Archive
From The Founder
Cisco's Conrad Clemson, recently promoted to head up the company's Service Provider Apps & Platforms developments, talks to Light Reading's Founder and CEO Steve Saunders about how he's bringing cloud video, mobile and virtualization together to empower network operators.
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
MLBAM: Live Sports Streaming Will Be Big

3|30|17   |     |   (0) comments


MLB Advanced Media EVP and CTO Joe Inzerillo explains why live sports streaming will take off over the next few years despite major technical challenges.
LRTV Custom TV
Xilinx Disruptive Technology Breakthrough for 5G Wireless

3|30|17   |     |   (0) comments


Xilinx has integrated multi-giga-sample RF data converters into its 16nm MPSoCs devices for the industry's first All Programmable RFSoC, eliminating the need for discrete ADCs and DACs.
LRTV Huawei Video Resource Center
Turkcell Challenges Turkey's Current TV Market

3|29|17   |     |   (0) comments


Baris Zavaroglu, TV and rntertainment business director of Turkcell, explains Turkcell's strategy in elevating the small and uncertain TV market in Turkey.
LRTV Huawei Video Resource Center
Altibox’s Infrastructure Synergy Strategy Reduces Deployment Costs

3|29|17   |     |   (0) comments


Thomas Skjelbred, CEO of Altibox, on how to improve efficiency and reduce deployment coast through infrastructure synergy in Norway.
LRTV Huawei Video Resource Center
Ismail Butun on the Changing Role of Turkcell

3|29|17   |     |   (0) comments


Ismail Butun, chief marketing officer of Turkcell, explains the importance of video and mobile services for the future of the company.
LRTV Huawei Video Resource Center
IDC's Emir Halilovic on Trends of Cloudification

3|29|17   |     |   (0) comments


Emir Halilovic of IDC CEMA discusses the future and direction of cloudification. Also, the all-cloud approach taken by Huawei and others in the industry.
LRTV Custom TV
How Intel Is Powering the 5G Era

3|29|17   |     |   (0) comments


Light Reading tours a series of 5G "super demos" so see how Intel envisions the 5G-connected future. We take a look at a prototype connected BMW, a light pole with environmental sensors that provides 5G wireless to a smart home and a fully untethered virtual reality experience.
LRTV Custom TV
Source Photonics CEO Doug Wright Talks About the Future of Source Photonics

3|29|17   |     |   (0) comments


Source Photonics' CEO, Doug Wright, talks to Light Reading about how the company is continuously investing in its operations to meet not only its customers' current technology demands but also to deliver their next-generation technology needs.
LRTV Custom TV
Live Demo: DevOps in Service Chains & 5G Network Slices PoC

3|29|17   |     |   (0) comments


Executives from PoC collaborating companies – Patrick Waldemar, VP and Head of Technology at Telenor Research, John Healy, VP of the Datacenter Network Solutions Group at Intel, Vincent Spinelli, SVP of Global Sales and Marketing at RIFT.io, Mats Eriksson, CEO and co-founder of Arctos Labs, and Mats Nordlund, CEO and co-founder of Netrounds – review ...
LRTV Documentaries
The Year of Fat & Skinny Bundles

3|29|17   |   21:06   |   (0) comments


In this fireside chat, Roku's Andrew Ferrone predicts that 2017 will be the year of multichannel OTT video bundles and spells out other trends in the OTT and pay-TV markets.
LRTV Huawei Video Resource Center
BBWF 2016: Orange Poland's Next-Gen Central Office

3|28|17   |     |   (0) comments


Introduction to Orange Poland's legacy next-generation central office solution.
LRTV Custom TV
Viavi at OFC 2017

3|28|17   |   4:15   |   (0) comments


Light Reading's Editor-in-Chief Craig Matsumoto reports from the Viavi booth at OFC and gets an update on the 400G testing market from Tom Fawcett, VP and GM of LAB & Production. At this year's event, Viavi won three awards from Lightwave magazine and showcased an interoperability demo with Ethernet Alliance and Finisar.
Upcoming Live Events
May 15-17, 2017, Austin Convention Center, Austin, TX
May 15, 2017, Austin Convention Center - Austin, TX
June 6, 2017, The Joule Hotel, Dallas, TX
All Upcoming Live Events
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
FTTH No Slam Dunk for Cable
Carol Wilson, Editor-at-large, 3/23/2017
Unlocking China's $194B Telecom Market
Robert Clark, 3/27/2017
Ericsson Tightens Focus, Warns of $1.7B Q1 Hit
Iain Morris, News Editor, 3/28/2017
WiCipedia: Supergirls, No More Excuses & Media Monitoring
Eryn Leavens, Special Features & Copy Editor, 3/24/2017
Like Us on Facebook
Twitter Feed
BETWEEN THE CEOs - Executive Interviews
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.
At MWC 2017, Qualcomm's CTO Matt Grob talks to Light Reading's CEO and Founder Steve Saunders about the progress being made in the development of the technologies and standards that will underpin 5G.
Animals with Phones
Working From Home Doesn't Work for Everyone Click Here
You shouldn't nap on your keyboard, for instance.
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.