Channels Don’t Like Menu 6% 8% 17% 8% 6% 5% 4% 5% 2% 10% 9% Structure Too Slow When 5% 8% 14% 5% 4% 2% 7% 10% 2% 8% 5% Changing Channels DVR Issues 4% 6% 3% 1% 4% 8% 9% 3% 5% 4% 5% Not Enough HD 2% 0% 0% 4% 2% 0% 2% 1% 1% 2% 0% Content Not Enough On 2% 0% 0% 0% 1% 3% 0% 2% 1% 5% 1% Demand/ Pay Per View Content Channel 1% 0% 2% 0% 0% 0% 3% 2% 2% 1% 3% Blackouts (due to licensing disputes) Do Not 15% 14% 23% 9% 12% 9% 15% 12% 13% 17% 22% Experience Problems Customer Loyalty Towards Traditional Providers We also asked respondents about their plans to switch TV providers in the next six months, and found 9% saying they’ll make a change the same as the previous three surveys. – Do you plan on switching satellite or fiber-optic TV service providers in the next six months? Current Previous Previous Previous Previous Survey Survey Survey Survey Survey Jun Mar Dec Sep Jun ‘13 ‘13 ‘12 ’12 ‘12 Yes 9% 9% 9% 9% 10% No 73% 73% 72% 73% 73% Don’t Know 18% 17% 19% 18% 17% Bright now leads in customer loyalty with only 6% of their subscribers saying they’ll – switch providers in the next six months. This is the best loyalty rating for Bright House over the past three years. Verizon FiOS (7%) is a close second, followed by Comcast (8%) which has also hit its best – level of the past three years.
Channels Don’t Like Menu Structure 6% 8% 17% 8% 6% 5% 4% 5% 2% 10% 9% Too Slow When Changing Channels 5% 8% 14% 5% 4% 2% 7% 10% 2% 8% 5% DVR Issues 4% 6% 3% 1% 4% 8% 9% 3% 5% 4% 5% Not Enough HD Content 2% 0% 0% 4% 2% 0% 2% 1% 1% 2% 0% Not Enough On Demand/ Pay Per View Content 2% 0% 0% 0% 1% 3% 0% 2% 1% 5% 1% Channel Blackouts (due to licensing disputes) 1% 0% 2% 0% 0% 0% 3% 2% 2% 1% 3% Do Not Experience Problems 15% 14% 23% 9% 12% 9% 15% 12% 13% 17% 22% Customer Loyalty Towards Traditional Providers We also asked respondents about their plans to switch TV providers in the next six months, and found 9% saying they’ll make a change – the same as the previous three surveys. Do you plan on switching satellite or fiber-optic TV service providers in the next six months? Current Survey Jun ‘13 Previous Survey Mar ‘13 Previous Survey Dec ‘12 Previous Survey Sep ’12 Previous Survey Jun ‘12 Yes 9% 9% 9% 9% 10% No 73% 73% 72% 73% 73% Don’t Know 18% 17% 19% 18% 17% Bright now leads in customer loyalty – with only 6% of their subscribers saying they’ll switch providers in the next six months. This is the best loyalty rating for Bright House over the past three years. Verizon FiOS (7%) is a close second, followed by Comcast (8%) – which has also hit its best level of the past three years.
tv_service_20130710.docx