2019 U.S. Residential Television Service Provider ...

2019 U.S. Residential Television Service Provider Satisfaction Study

Wave 1: January 22, 2019 Wave 2: April 9, 2019 Wave 3: July 21, 2019 Wave 4 (Final): September 24, 2019 Press Release: September 26, 2019

The J.D. Power 2019 U.S. Residential Television Service Provider Satisfaction StudySM measures key drivers of satisfaction among residential customers who currently subscribe to a television service. The study examines satisfaction across seven factors: Performance and Reliability, Cost of Service, Billing and Payment, Communications and Promotions, Programming, Features and Functionality, and Customer Service.

Benchmark your performance against other television service providers

Align strategic planning and improvement initiatives with customer expectations and performance metrics

Identify your strengths, weaknesses and opportunities

Determine drivers of customer churn and switching intent

Brands Measured:

? AT&T/DIRECTV ? CenturyLink ? Comcast (XFINITY) ? Cox Communications ? DISH Network ? Frontier Communications ? Mediacom Communications ? Optimum ? Spectrum ? Suddenlink by Altice ? Verizon

Deliverables at each wave:

? Competitive data sets via J.D. Power VoX portal, which provide detailed performance insights for comparison to best-in-class and industry trends, including the proprietary J.D. Power index model that rank orders what is most and least important to your customers

? Crosstab data tools (SPSS dataset and mTABWebTM) that make it easy to segment at regional and national levels to better align with your footprint and help you pinpoint opportunities for improvement with diagnostic precision

? Net Promoter Score? -- This study includes Bain Certified NPS?, verbatims, an NPS rank chart and text analytics. Learn more at nps

? Study Methodology

? Study Questionnaire

Additional deliverables at final publish:

? Onsite executive presentation delivered by J.D. Power experts to prioritize drivers of satisfaction and develop action plans

? Executive briefing report that highlights industry trends, challenges and areas of opportunity

? Simulator -- Model the cause/effect of employing improvement initiatives and how this may impact overall customer satisfaction

? Calculator -- Identify improvement opportunities by executing what-if scenarios in order to model changes to one or more attributes; the simulator and calculator can be used jointly

Net Promoter System?, Net Promoter Score?, NPS?, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

business

For more information, please contact your J.D. Power representative.

 ................
................

In order to avoid copyright disputes, this page is only a partial summary.

Google Online Preview   Download