Pick-and-pay drives customer satisfaction: J.D. Power

A new J.D. Power survey has found customers who have a skinny-basic TV package with a pick-and-pay option are more satisfied than TV customers with other types of subscriptions. Satisfaction among skinny-basic customers was 761 on a 1,000-point scale, as compared to 738 among customers with premium service, 708 among those with “a pre-set expanded basic package” and 700 among those with basic cable, J.D. Power said in a press release Thursday. “As cable and satellite television providers in Canada continue to face competition from video streaming services, the Canadian Radio-television and Telecommunications Commission’s mandate for providers to offer a ‘skinny’ TV channel package with a $25 cap by December 2016 may help them stay relevant in the market and coexist with these alternative services,” it said. Overall satisfaction with TV service was up from the previous year, at 715 from 692. The survey also ranked satisfaction with specific providers. In eastern Canada, Quebecor Inc.’s Videotron ranked highest among TV customers, followed by Shaw Communications Inc. and Cogeco Inc. Among Internet subscribers, Videotron also had the best ranking, followed by Cogeco and Bragg Communications Inc.’s Eastlink. In western Canada, Saskatchewan Telecommunications Holding Corp. ranked first among TV subscribers, followed by Telus Corp. and Manitoba Telecom Services Inc. SaskTel was also top-ranked among Internet subscribers, followed by Telus and Shaw. The study was based on a survey of 3,300 TV customers and more than 3,600 Internet customers in the western region and more than 5,700 TV customers and more than 5,400 customers in the eastern region, conducted in September 2015 and April 2016, the release said. J.D. Power spokeswoman Gal Wilder said in an email that the survey was conducted online, and that the margin of error is plus or minus three percentage points for the TV survey and plus or minus four percentage points for the Internet study, with a 95 per cent confidence level.

Pick-and-pay drives customer satisfaction: J.D. Power

Brief | June 3, 2016

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Pick-and-pay drives customer satisfaction: J.D. Power

Brief | June 3, 2016

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