Netflix and Video Streaming Widen Lead over Subscription TV in Customer Satisfaction, According to the ACSI
ANN ARBOR, Mich.--(BUSINESS WIRE)--Video streaming expands its lead over subscription TV service in terms of customer satisfaction, rising 1.3% to a score of 76 on the American Customer Satisfaction Index’s (ACSI®) 100-point scale, according to the ACSI Telecommunications Report 2018-2019. “Traditional telecom providers have tried to step up their game, but they’re not providing original content the way video streaming is, and in part they suffer guilt by association—if customers aren’t satisfied overall with Comcast, they’re probably going to ding Comcast’s on-demand service too.”. Netflix gains 1% to secure first place at 79—and number one across all five telecom categories—after sharing the lead with Sony’s PlayStation Vue and Amazon Twitch last year. As its membership growth continues at a record pace, ACSI data show Netflix ranks at the top for original content among all streaming services. Sony’s PlayStation Vue is steady in second place at 78, followed by Microsoft Store at 77. Frontier Communications gains 2% but sits at the bottom of the industry at 55. As in the subscription TV industry, firms scoring lowest here are also some of the worst performers among the 400+ companies in the ACSI.