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Tablet Customer Satisfaction Dips, ISP, Video Supplier Satisfaction Plummets

TMCnet Feature

September 25, 2014

Tablet Customer Satisfaction Dips, ISP, Video Supplier Satisfaction Plummets

By Gary Kim
Contributing Editor

A slowdown in sales of tablets has some observers wondering what is happening. According to the latest consumer satisfaction survey, it is possible that consumers simply are not as enamored of tablets as they were a few years ago.

According to a new report from the American Customer Satisfaction Index (ACSI), though reported satisfaction with computing devices generally fell, desktop computers actually gained three percentage points, to score an 81 on an index of 100.

Overall, satisfaction with personal computers fell 1.3 percent to an ACSI score of 78. Laptops or notebooks lost the most, dipping four percent to a score of 76. Tablets fell one percent to a score of 80.

None of those trends directly affects Internet service or video service providers. But both those services seem to have significant issues.

U.S. Internet and video service providers rank at the bottom of industry rankings for consumer satisfaction, according to the American Customer Satisfaction Index.

It’s hard to say precisely why satisfaction with those services is so low, except to note that linear video services have tended to rank near or at the bottom of ACSI rankings for many industries, for some time.

Perhaps ominously, ACSI researchers think the linear video value proposition, and not necessarily customer service or network quality, is getting to be the issue.

According to May 2014 ACSI results, ISPs lost about three percentage points since the last study, dipping an ACSI score of 63 on a 100-point scale, while subscription TV fell  4.4 percent to a score of 65.

“These industries, which include many of the same companies, are the worst performing among 43 tracked by the ACSI,”  ACSI says.

“Over-the-top video services, like Netflix and Hulu (News - Alert), threaten subscription TV providers and also put pressure on ISP network infrastructure,” said Fornell, ACSI Chairman and founder. “Customers question the value proposition of both, as consumers pay for more than they need in terms of subscription TV and get less than they want in terms of Internet speeds and reliability.”

Edited by Stefania Viscusi

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