Full region-by-region results are available here, but here's how the top three in each region stacked up, based on JD Power's 1,000-point scale, which factors in criteria such as customer service, performance and reliability, cost of service, billing, and offerings and promotions:
Table 1: Regional Gold, Silver & Bronze
|Company||Score (East)||Score (South)||Score (North Central)||Score (West)|
|Cablevision (Optimum Voice)||688|
|Time Warner Cable||676|
|Source: JD Power|
The study results indicate a rising consumer satisfaction rate over the past two years thanks to fierce competition within the sector. Per J.D. Powers, overall satisfaction averaged 653, an 18-point increase from last year's results.
But despite that improvement, the industry suffered a 10 percent rate of customer defections, versus 9 percent in 2008. Although incumbent MSOs and one competitive "overbuilder" (WOW!) topped each region, not all cable operators fared that well. Comcast Corp. (Nasdaq: CMCSA, CMCSK) and Charter Communications Inc. , for example, did not score in the top three of any region.
As consumers become savvier in the type of service rendered, MSOs need to look toward better CRM (customer relationship management) strategies in an increasing competitive landscape. Some of the companies studied, including Cox, have been in the forefront in this area, and that decision appears to be paying dividends.
— Leonard Grace, a cable industry vet, is a telecom strategist and blogger. He can be reached at [email protected]. Special to