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Technology Stocks : The *NEW* Frank Coluccio Technology Forum
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To: ftth who started this subject6/4/2004 4:33:47 PM
From: ftth   of 46821
 
American Customer Satisfaction Index for various industries, with Cable bringing up the rear:

A snip:
"Cable television was added to ACSI in 2000. Since that time, customer satisfaction has gone from bad to worse, and there is no improvement in sight. Among cable providers, Time Warner has the highest score of 60. Both Comcast and Charter Communications register at 56. For the private as well as public sector, including the IRS, this is the lowest level of customer satisfaction of any organization in ACSI. Consumer complaints are also much more common relative to any other measured industry. Almost half of all cable customers have registered complaints about one thing or another. When buyers have meaningful choice alternatives, this level of customer (dis)satisfaction is neither competitive nor sustainable. Cable is the only industry to score below 60 in ACSI. With the satellite companies removed, the weighted average for the cable industry is 59. Under normal competitive conditions, there would be mass customer defections. The reason this is not the case for the cable industry is due to local monopoly power, which means that in most markets, the dissatisfied customer has nowhere to go."

theacsi.org
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