DIRECTV Rates #1 in Customer Satisfaction for the 9th Straight Year

DIRECTV has surpassed all major cable TV companies by earning the highest scores in customer satisfaction according to the American Customer Satisfaction Index (ACSI).  Customers were surveyed on issues such as customer loyalty, perceived value and their expectations prior to subscribing to the service. DIRECTV outperformed all other companies within the industry, posting an index score of 71. This exceeded all other companies tested, which received on average an index score of 6   3. DIRECTV improved its position from last year’s survey by three points. This marks the ninth straight year the nation’s number one satellite television service has landed the number one position.

Executive vice president of Operations for DIRECTV, Mike Palkovic, states, “While we improved our position within the survey this year, we will continue to stay vigilant on improving all facets of the overall customer experience to further distance ourselves from the competition.”

DIRECTV scored five points higher than Cox Communications, 12 points higher than Comcast and Time Warner and 20 points higher than Charter Communications. DIRECTV also had one of the highest scores in the overall communications sector, which includes phone and wireless providers.

The ACSI was first compiled in 1994 at the National Quality Research Center (NQRC) in the Ross School of Business at the University of Michigan. In the first quarter of each year ASCI administers a survey measuring customer satisfaction with the quality of products and services in multiple industries; including utilities, transportation and warehousing, information, health care and social assistance, and accommodation and food services. Today, it is produced by the NQRC in partnership with the American Society for Quality (ASQ) and the international consulting firm, the CFI Group.