Welcome!

News Feed Item

J.D. Power Reports: Growth in the Accessibility of TV/Video Content and Personal Video Recorder Use Adds Value to Standard Services and Increases Customer Satisfaction

The growth of TV/video accessibility and personal video recorder (PVR) use marks a change in household consumption behaviors and greater satisfaction, according to the J.D. Power 2014 Canadian Television Provider Customer Satisfaction StudySM and the J.D. Power 2014 Canadian Internet Service Provider Customer Satisfaction StudySM, both released today.

Satisfaction among television customers in Canada is 685 (on a 1,000-point scale), increasing from 675 in 2013, while satisfaction among Internet customers is 672, an improvement from 668 in 2013.

“Customers are increasingly looking for flexibility in how they use their services; today, this means connecting to TV or video on tablets and smartphones, in addition to traditional access,” said Adrian Chung, account director at J.D. Power. “The ability to access content anywhere, anytime via multiple devices and locations represents a perceived value-add to new and existing subscriptions, which positively impacts both the customer experience and loyalty toward service providers.”

The Canadian Television Provider Customer Satisfaction Study measures overall satisfaction with television service providers based on six factors (in order of importance): performance and reliability; cost of service; programming; communication; billing; and customer service. The Canadian Internet Service Provider Customer Satisfaction Study is based on five factors (in order of importance): performance and reliability; cost of service; communication; billing; and customer service.

KEY FINDINGS

  • In 2014, 45 per cent of television service customers in Canada watch TV programming on additional devices, such as laptops, tablets and smartphones, compared with 42 per cent in 2013.
  • Providing access to content on customers’ preferred devices translates into higher satisfaction with cost of service, which is 30 points higher among those watching TV programming on alternative devices than among those watching on TVs.
  • Satisfaction is higher across all factors among TV customers with PVRs enabling multi-room viewing than among those without similar PVRs. Satisfaction among those using multi-room PVRs is 16 points higher than among those using single-room PVRs (714 vs. 698, respectively), reinforcing the perceived value that customers associate with access to content anytime, anywhere.
  • PVR customers spend on average $15 more per month on their TV bill than those who do not have a PVR.
  • Satisfaction impacts the rate of recommendations. Customers with a multi-room PVR are 5 percentage points more likely to say they “definitely will” recommend their television service provider than are those with a single-room PVR unit (24 per cent vs. 19 per cent, respectively).
  • Among the 38 per cent of customers in Canada who have a PVR, 25 per cent have a multi-room unit, an increase from 21 per cent in 2013. In comparison, among the 46 per cent of customers in the United States who have a PVR, 38 per cent have a multi-room PVR.
  • When comparing viewing methods, U.S. customers more often view video content on tablets than do Canadian customers (21 per cent vs. 16 per cent, respectively), while viewing on laptops and desktops is more common in Canada than in the United States (35 per cent vs. 31per cent, respectively).
  • More than one-half (51 per cent) of TV customers contact their service provider for customer service, compared with 36 per cent of Internet customers. Among TV customers who contact customer service, 33 per cent are unable to resolve their issue on the first call, compared with 36 per cent among ISP customers.
  • The most common reasons for TV customer service contacts are to report an outage (15 per cent); equipment issues (15 per cent); and poor/bad reception (11 per cent). The most common reasons for ISP customer service contacts are problems/issues with cable modem/Internet access (29 per cent) and to report an outage (16 per cent).

Study Rankings

East Region
Vidéotron ranks highest in both television and Internet customer satisfaction in the East region. Vidéotron’s overall score in television customer satisfaction is 757, followed by Shaw with a score of 703 and Cogeco with 698. In Internet service customer satisfaction, Vidéotron ranks highest with a score of 757, followed by Cogeco with 695.

West Region
SaskTel ranks highest in both television and Internet service customer satisfaction in the West region. SaskTel achieves an overall score of 720 among television customers, followed by MTS with a score of 698 and TELUS with 688. In Internet customer satisfaction, SaskTel ranks highest with a score of 690, followed by TELUS with 667.

The 2014 Canadian Television Provider Customer Satisfaction Study and the 2014 Canadian Internet Service Provider Customer Satisfaction Study are based on responses from more than 2,600 TV customers in the West region and more than 5,000 TV customers in the East region; and more than 3,000 Internet customers in the West region and more than 4,800 in the East region. Both studies were fielded in October 2013 and April 2014.

Overall Customer Satisfaction Index Scores

(Based on a 1,000-point scale)

 

   

J.D. Power.com Power Circle RatingsTM

For Consumers

Television - East Region

 

 

 

Vidéotron 757 5
Shaw 703 4
Cogeco 698 3
Bell Aliant 692 3
East Region Average 689 3
Bell

666

2
Rogers 643 2

 

Television - West Region

 

 

SaskTel 720 5
MTS 698 4
TELUS 688 4
Bell 679 3
West Region Average 676 3
Shaw 667 3

 

Internet - East Region

Vidéotron 757 5
Cogeco 695 4
East Region Average 678 3
Bell Aliant 667 3
Bell 658 3
Rogers 637 2

 

Internet - West Region

SaskTel 690 5
TELUS 667 4
West Region Average 661 3
Shaw 654 3
MTS 650 2



About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
About McGraw Hill Financial www.mhfi.com

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
Did you know that you can develop for mainframes in Java? Or that the testing and deployment can be automated across mobile to mainframe? In his session at @DevOpsSummit at 20th Cloud Expo, Vaughn Marshall, Sr. Principal Product Owner at CA Technologies, will discuss and demo how increasingly teams are developing with agile methodologies using modern development environments and automating testing and deployments, mobile to mainframe.
The goal of Continuous Testing is to shift testing left to find defects earlier and release software faster. This can be achieved by integrating a set of open source functional and performance testing tools in the early stages of your software delivery lifecycle. There is one process that binds all application delivery stages together into one well-orchestrated machine: Continuous Testing. Continuous Testing is the conveyor belt between the Software Factory and production stages. Artifacts are ...
SYS-CON Events announced today that Juniper Networks (NYSE: JNPR), an industry leader in automated, scalable and secure networks, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Juniper Networks challenges the status quo with products, solutions and services that transform the economics of networking. The company co-innovates with customers and partners to deliver automated, scalable and secure network...
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, New York, and 21st International Cloud Expo, which will take place in November in Silicon Valley, California.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Val...
As DevOps methodologies expand their reach across the enterprise, organizations face the daunting challenge of adapting related cloud strategies to ensure optimal alignment, from managing complexity to ensuring proper governance. How can culture, automation, legacy apps and even budget be reexamined to enable this ongoing shift within the modern software factory?
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
SYS-CON Events announced today that Hitachi Data Systems, a wholly owned subsidiary of Hitachi LTD., will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City. Hitachi Data Systems (HDS) will be featuring the Hitachi Content Platform (HCP) portfolio. This is the industry’s only offering that allows organizations to bring together object storage, file sync and share, cloud storage gateways, and sophisticated search an...
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help globa...
@DevOpsSummit has been named the ‘Top DevOps Influencer' by iTrend. iTred processes millions of conversations, tweets, interactions, news articles, press releases, blog posts - and extract meaning form them and analyzes mobile and desktop software platforms used to communicate, various metadata (such as geo location), and automation tools. In overall placement, @DevOpsSummit ranked as the number one ‘DevOps Influencer' followed by @CloudExpo at third, and @MicroservicesE at 24th.
Blockchain is a shared, secure record of exchange that establishes trust, accountability and transparency across supply chain networks. Supported by the Linux Foundation's open source, open-standards based Hyperledger Project, Blockchain has the potential to improve regulatory compliance, reduce cost and time for product recall as well as advance trade. Are you curious about Blockchain and how it can provide you with new opportunities for innovation and growth? In her session at 20th Cloud Exp...
Cloud promises the agility required by today’s digital businesses. As organizations adopt cloud based infrastructures and services, their IT resources become increasingly dynamic and hybrid in nature. Managing these require modern IT operations and tools. In his session at 20th Cloud Expo, Raj Sundaram, Senior Principal Product Manager at CA Technologies, will discuss how to modernize your IT operations in order to proactively manage your hybrid cloud and IT environments. He will be sharing be...
While some vendors scramble to create and sell you a fancy solution for monitoring your spanking new Amazon Lambdas, hear how you can do it on the cheap using just built-in Java APIs yourself. By exploiting a little-known fact that Lambdas aren’t exactly single threaded, you can effectively identify hot spots in your serverless code. In his session at 20th Cloud Expo, David Martin, Principal Product Owner at CA Technologies, will give a live demonstration and code walkthrough, showing how to o...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...