Fascinating data from the latest American Customer Satisfaction Index , which finds consumers generally feel good about things — but not everything.
Cable TV providers continue to lag behind other sectors and, in fact, comprise the only industry to score below a 60 in the survey. By comparison, the survey scored overall consumer satisfaction at 74.4 out of 100.
Some CATV providers scored even lower than the cable industry average, with Comcast and Charter coming in at 56. That is Internal Revenue Service territory, one analyst notes.
“Under normal competitive conditions, there would be mass customer defections,” Professor Claes Fornell of the University of Michigan Business School explains. “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.”
All too true.
