Industry steeped in frustrated customers despite changing media landscape.
BY JACOB PALMER | DIGITAL NEWS EDITOR
One would think an industry steeped in customer dissatisfaction would adjust as the Internet threatens market share.
But that is not the case for cable TV providers, according to data from the American Customer Satisfaction Index.
“There was a time when pay TV could get away with discontented users without being penalized by revenue losses from defecting customers, but those days are over,” said Claes Fornell, ACSI Chairman and founder. “Today people have more alternatives than ever before. Consumer abandonment of pay TV is shaking up the industry and lower satisfaction could mean even more cord cutting by subscribers ahead.”
The poor results come at a transformative time in Oregon telecommunications, with faster connections and more competition shaking up the market. Comcast, CenturyLink and Frontier have all announced major increases in Internet speeds, and Google Fiber continues to explore the possibility of bringing its hyperfast Internet service and cable TV to the Portland area.
Interestingly, the sentiments of Oregon consumers do not match the national results: Complaints remained steady or dropped last year for the state’s major telecom providers.