AT&T video services lead J.D. Power customer satisfaction study, but cable wins with voice

In the ever-raging battle for the wireline video consumer, J.D. Power's annual customer satisfaction survey of pay TV subscribers shows that telcos and satellite providers like AT&T (NYSE: T) and DirecTV (Nasdaq: DTV) have the upper hand.

J.D. Power cable satellite customer service rankings

Click here for details of regional rankings.

AT&T's U-verse IPTV offering was the top-ranked service in the South, North Central and West regions, while DirecTV was the top provider in the East.

Another interesting aspect being seen at AT&T is that up to 75 percent of the telco's TV customers purchased three services, with three-fourths of U-verse TV subscribers now subscribing to a triple- or quad-play service package.

In the West, AT&T ranked highest for a fourth consecutive year with an index score of 686 on a 1,000-point scale, and scored 687 in the South. The telco also ranked highest in North Central region at 699, while DIRECTV scored highest at 686 in the East region.

Comcast (Nasdaq: CMCSA), Time Warner Cable (NYSE: TWC), Cox Communications and other cable MSOs trailed U-verse, Verizon's (NYSE: VZ) FiOS TV, DirecTV and Dish Network (Nasdaq: DISH) in the majority of regions in the survey. Verizon FiOS placed second in the East, followed by Dish, Cox, Cablevision (NYSE: CVC), Comcast, Time Warner Cable, Charter Communications (Nasdaq: CHTR) and RCN.

Despite their video gains, it appears that cable is taking the lead on the voice services side. While voice line losses have become an ongoing reality for AT&T and its ILEC brothers CenturyLink (NYSE: CTL) and Verizon, cable operators like Bright House and Cox continue to gain new subscribers and those subscribers remain happy with their service experience.  

For more:
- see the release

Special Report: Battling for subscribers: Cable MSOs and telcos square off

Related articles:
AT&T, DirecTV beat cable in J.D. Power pay TV customer satisfaction survey
Service integration is key to telco broadband subscriber gains
Cable operators can still thrive while losing basic video customers

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