Survey says pay TV customer service is at new heights

The American Customer Satisfaction Index has been tracking the satisfaction of pay TV customers since 2001, and in that time the results have never been as high as they were in the first quarter of 2010 -- thanks to the new players. Verizon's FiOS service lead the charge with a score of 73 out of a 100 with U-Verse close behind at 72. Dish Network was right in line behind those two with 71, while DirecTV moved in the opposite direction, as the rest of the industry, dropping three points to 68 -- which is still above the overall overage of 66 for the entire pay TV business. Not a big surprise that Charter, Comcast and Time Warner brought down the average by bringing up the rear scoring 60, 61 and 61. Although this is a trend headed in the right direction it is hardly stellar as the average for other sectors like wireless, utilities, health care and even motion pictures is considerably higher.

[JDM Posted May 31st 2010 11:20AM]

OK, that's a "C-" grade in many education circles, though it varies, with grade inflation, that might be a "B". But why do people keep paying? If you're looking to cut costs in your life, pay TV is an obvious start. I gave up after putting up with too many repeated ads.

[BryCivicSi Posted May 31st 2010 1:04PM]

The title throws me off. Ratings of the services itself or the customer service?

[engadgetcomexcludeengadget Posted May 31st 2010 1:06PM]

I don't get why so many people read Engadget and don't even have cable. It just seems kind of ironic that you're interested in all this new tech, when you don't even have the gadget the average Joe non-nerd has, a cablebox/tivo. I think I'd get a cheaper car before dropping cable, and definitely before dropping broadband.

[BryCivicSi Posted May 31st 2010 1:37PM]

@engadgetcomexcludeengadget

That's where you're wrong. Because I have my computer plugged into my TV, I have Netflix, Hulu, 700GB of movies and shows locally stored, it'd be redundant to have cable too.
Why pay for a TiVo when you can build your own and avoid the monthly fee?

[BenD Posted May 31st 2010 3:20PM]

@engadgetcomexcludeengadget

It isn't really, just the vocal minority. Most Engadget HD readers do have some sort of HD service.

[CraigM Posted May 31st 2010 6:23PM]

Where I am at, TimeWarner is the only option for cable service. DirectTV and Dish Networks are just as expensive, and require a contract.

I see the pricing for Verizon FiOs and really wish I could.get that service where I live. That would save a good amount of money over timewarner. And hopefully the HD DVR from Verizon would work as the ones from TimeWarner don't.

[iPaul Posted Jun 1st 2010 2:02PM]

@CraigM I live in an area with Fios availability. I have been tempted but when reviewing both lineups and costs side by side Verizon channel line up and TWC line you will notice that TWC have more Sports channels than ever which are you pay extra on Fios/Sat.

[CraigM Posted Jun 1st 2010 2:06PM]

@iPaul

In my case, that would be good as I don't really watch sports.