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Verizon, DirecTV Top ACSI Study

5/21/2013 06:31:00 AM Eastern

Ann Arbor, Mich. — Verizon led all TV providers for overall customer satisfaction in the most recent annual American Customer Satisfaction Index (ACSI).

It was the fourth year in a row that Verizon had achieved the feat. DirecTV, which finished second overall, said it also took top spots in seven categories covered in the study.

The ACSI is a national economic indicator of customer evaluations of the quality of products and services available to household consumers in the United States.

The ACSI releases results for various sectors of the economy on a monthly basis. The national index is updated each quarter and factors in scores from more than 230 companies in 47 industries and from government agencies over the previous four quarters.

The research group interviewed 70,000 customers during the course of the year.

Verizon received a 73 rating out of 100 possible points in the survey, down one percent from 2012. DirecTV finished second with a 72 rating while AT&T's U-verse service received a 71.  Dish scored a 70 for fourth place.

Among cable providers, Cox was tops with 65, followed by Charter Communications, which saw its rating rise 8 percent in the past year to 64.

 Comcast was registered a 63 while Time Warner Cable tallied a 60.

In general, the ACSI noted that pay TV subscribers were largely satisfied with picture quality, but were less appreciative of customer-service call centers.

DirecTV issued a statement on the survey results, celebrating its achievement of topping seven categories.


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