Streaming Services Raise Bar as Residential TV Costs Remain High; J.D. Power Study Predicts Customers Will Remain Loyal in Near Term

As options for streaming services increase, so do customer expectations of those services, according to the J.D.

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Thursday, September 23, 2021
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Marketing, TV and Radio, Communications, Entertainment, Artificial intelligence, Customer service, J.D. Power, Television, SM, AT, Consumer, Communication, Multiplatform Television Service, Communications Opportunity, Promotion and Enhancement Bill of 2006, Intelligence, Asia, Big data, DISH, DIRECTV, 747, Verizon Communications, AT&T, Industry, Mobile phone, Communications satellite, J.D. Power, J.D. Power and Advertising/Promotional Rules, J.D. POWER, J.D. POWER AND ADVERTISING/PROMOTIONAL RULES
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Summary
Key Points: 
  • As options for streaming services increase, so do customer expectations of those services, according to the J.D.
  • Streaming services provide cost-effective, personalized and convenient content, which effectively compete against traditional TV providers.
  • Customers with highly satisfying streaming experiences will continue to seek increased convenience, personalization and relevant content elsewhere if not delivered by traditional television providers.
  • Residential Television Service Provider Satisfaction Study is based on responses from 21,555 customers who currently have television service with a provider included in the study.


As options for streaming services increase, so do customer expectations of those services, according to the J.D. Power 2021 U.S. Residential Television Service Provider Satisfaction Study, SM released today. Streaming services provide cost-effective, personalized and convenient content, which effectively compete against traditional TV providers. Additionally, the study finds that satisfaction with cost of service among residential television customers who also have a streaming service is 81 points higher (on a 1,000-point scale) than among those who do not have a streaming service, reinforcing that those with streaming services have higher expectations.

Among customers who have a streaming service and typical cable TV, 91% indicate they will not be dropping their TV service in the next 12 months, an indication those customers have not found all of what they are looking for outside of the traditional TV landscape—yet.

“The use of streaming services not only provides a more cost effective way to watch television, it also provides the ability to stream personalized and live content anytime, anywhere,” said Ian Greenblatt, managing director at J.D. Power. “Customers with highly satisfying streaming experiences will continue to seek increased convenience, personalization and relevant content elsewhere if not delivered by traditional television providers.”

Study Rankings

Verizon ranks highest in the East segment with a score of 750, followed by DISH (747) and DIRECTV (742).

DISH ranks highest in the North Central segment with a score of 746, followed by AT&T (735) and Xfinity (717).

AT&T ranks highest in the South segment with a score of 762, followed by DISH (760) and DIRECTV (742).

DISH ranks highest in the West segment with a score of 744, followed by AT&T (734) and DIRECTV (721).

Nationally, DISH ranks highest with a score of 751, followed by DIRECTV (731) and Xfinity (723).

See the rank charts for each region at http://www.jdpower.com/pr-id/202119.

The 2021 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 21,555 customers who currently have television service with a provider included in the study. The study measures overall satisfaction with television service providers based on seven factors: Performance and Reliability; Cost of Service; Programming; Communications and Promotions; Billing and Payment; Features and Functionality; and Customer Service. The study was fielded from October 2020 through July 2021.

For more information about the U.S. Residential Television Service Provider Satisfaction Study, visit

https://www.jdpower.com/business/tmt/us-residential-television-customer-satisfaction-study.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

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