Overall customer service rankings for pay-TV providers have dropped by 3.1 percent year-over-year.
Time Warner Cable had the lowest customer service score on the American Customer Satisfaction Index (ACSI) with a 51, a nine percent drop from the 56 the company scored in last year’s survey.
Charter’s customer service rating climbed five percent annually from 60 to 63, marking the best percentage of improvement among pay-TV providers.
Charter’s and Time Warner’s ACSI results are moving in opposite directions as the companies pursue a potential merger.
Last week Charter announced its intentions to buy both Time Warner Cable and Bright House Networks for $ 78.7 billion, and $10.4 billion respectively.
Bright House debuted on this year’s index with a score of 65. Another newcomer Mediacom Communications is second to last in its first year included in the ACSI’s pay-TV customer service survey with a score of 51.
Comcast avoided notching the lowest score among pay-TV providers but its 54 marked a 10 percent drop year-over-year, the biggest fall among cable companies.
Verizon (FiOS) obtained the highest rating with a 71. The company’s score jumped four percent year-over-year. AT&T (U-verse) has the second highest ranking with a 69, holding steady year-over-year.
Other companies scored on the index include Cox (62), DirecTV (68), Dish Network (67). Cablevision (67) and Suddenlink (57) were included in the ACSI for the first time this year.
Each year the ACSI surveys 70,000 customers to assemble its customer satisfaction data.
