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
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
An IoT product’s log files speak volumes about what’s happening with your products in the field, pinpointing current and potential issues, and enabling you to predict failures and save millions of dollars in inventory. But until recently, no one knew how to listen. In his session at @ThingsExpo, Dan Gettens, Chief Research Officer at OnProcess, will discuss recent research by Massachusetts Institute of Technology and OnProcess Technology, where MIT created a new, breakthrough analytics model f...
Without a clear strategy for cost control and an architecture designed with cloud services in mind, costs and operational performance can quickly get out of control. To avoid multiple architectural redesigns requires extensive thought and planning. Boundary (now part of BMC) launched a new public-facing multi-tenant high resolution monitoring service on Amazon AWS two years ago, facing challenges and learning best practices in the early days of the new service. In his session at 19th Cloud Exp...
Digitization is driving a fundamental change in society that is transforming the way businesses work with their customers, their supply chains and their people. Digital transformation leverages DevOps best practices, such as Agile Parallel Development, Continuous Delivery and Agile Operations to capitalize on opportunities and create competitive differentiation in the application economy. However, information security has been notably absent from the DevOps movement. Speed doesn’t have to negat...
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
While DevOps promises a better and tighter integration among an organization’s development and operation teams and transforms an application life cycle into a continual deployment, Chef and Azure together provides a speedy, cost-effective and highly scalable vehicle for realizing the business values of this transformation. In his session at @DevOpsSummit at 19th Cloud Expo, Yung Chou, a Technology Evangelist at Microsoft, will present a unique opportunity to witness how Chef and Azure work tog...
In this strange new world where more and more power is drawn from business technology, companies are effectively straddling two paths on the road to innovation and transformation into digital enterprises. The first path is the heritage trail – with “legacy” technology forming the background. Here, extant technologies are transformed by core IT teams to provide more API-driven approaches. Legacy systems can restrict companies that are transitioning into digital enterprises. To truly become a lea...
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business in 2016. However, IoT is far more complex than most firms expected. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, a renowned visionary and thought leader, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology and business models to adopt and leverage IoT. He will drill down to the components in this fra...
Your business relies on your applications and your employees to stay in business. Whether you develop apps or manage business critical apps that help fuel your business, what happens when users experience sluggish performance? You and all technical teams across the organization – application, network, operations, among others, as well as, those outside the organization, like ISPs and third-party providers – are called in to solve the problem.
Digital transformation is too big and important for our future success to not understand the rules that apply to it. The first three rules for winning in this age of hyper-digital transformation are: Advantages in speed, analytics and operational tempos must be captured by implementing an optimized information logistics system (OILS) Real-time operational tempos (IT, people and business processes) must be achieved Businesses that can "analyze data and act and with speed" will dominate those t...
If you had a chance to enter on the ground level of the largest e-commerce market in the world – would you? China is the world’s most populated country with the second largest economy and the world’s fastest growing market. It is estimated that by 2018 the Chinese market will be reaching over $30 billion in gaming revenue alone. Admittedly for a foreign company, doing business in China can be challenging. Often changing laws, administrative regulations and the often inscrutable Chinese Interne...
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
Internet of @ThingsExpo, taking place November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with the 19th International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world and ThingsExpo Silicon Valley Call for Papers is now open.
Adobe is changing the world though digital experiences. Adobe helps customers develop and deliver high-impact experiences that differentiate brands, build loyalty, and drive revenue across every screen, including smartphones, computers, tablets and TVs. Adobe content solutions are used daily by millions of companies worldwide-from publishers and broadcasters, to enterprises, marketing agencies and household-name brands. Building on its established design leadership, Adobe enables customers not o...
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...