Donald W. Reynolds National Center For Business Journalism

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Consumers’ displeasure with phone, cable and web

June 4, 2015

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Everybody seems to complain about their telephone, Internet and television provider, and now the proof is in.

The American Customer Satisfaction Index, released this week, found that of the 43 industries on which it solicits opinions, TV and Internet companies tied for last place in customer satisfaction.

The New York Times reported that the Web and cable companies ranking was at a seven-year low.

The ranking comes amid a flurry of merger activity, successful and otherwise, among these telecommunications providers.

As the Times noted, Comcast’s $45 billion bid for Time Warner Cable fell apart amid regulators’ concerns. Meanwhile, Charter Communications announced deals last week to buy Time Warner Cable and Bright House Networks for a total of $67.1 billion.

The study, which is based on more than 14,000 consumer surveys, gives companies a rating from 0 to 100. The cable and Web companies in the survey generally ranked in the 50s and 60s.

“Customer service in these industries has long been bad,” said David VanAmburg, who directs the Index. “They don’t have a good business model for handling inquiries with efficiency and respect. It goes back a decade plus.”

So are customers happy about anything related to technology? Sure. They love their smartphones.

For story ideas, download their full report. Find your local cable providers, and see how consumers feel about them.

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