DirecTV, Dish Win Highest Ratings For Customer Service
Officials from The DirecTV Group [DTV] said today that their DirecTV satellite television unit tied with rival satellite TV service EchoStar Communications [DISH] in earning a customer satisfaction rating of 71 — the highest score among satellite and cable television companies rated by the American Customer Satisfaction Index (ACSI). In contrast, the four largest cable TV companies averaged a rating of just 58.75, DirecTV officials said.
DirecTV officials noted that their company for the third year in a row was ranked at the top of the list that is intended to reflect customers’ overall satisfaction with their service. The rating is based on a survey that asks customers about perceived quality and value, as well as their expectations prior to subscribing to the service. Surveys were conducted during the first quarter of 2004. The ASCI also measures customer loyalty and retention.