SaskTel and Vidéotron Rank Highest in Both Television and Internet
Customer Satisfaction in the West and East Regions, Respectively
Eighty-three percent of customers bundle their TV and Internet service
with the same provider.
Satisfaction with Internet service providers is highest among customers
with fibre optic Internet access.
Forty two percent of customers view television content from their tablet
or mobile device.
TORONTO, June 27, 2013 /CNW/ - Overall satisfaction is highest among
customers who bundle their television, Internet and telephone services
with the same provider, and these customers are also likely to
recommend their provider to family and friends, according to the J.D.
Power 2013 Canadian Television Provider Customer Satisfaction StudySM and the 2013 Canadian Internet Service Provider Customer Satisfaction
StudySM, both released today.
The Television Provider Customer Satisfaction Study measures overall
satisfaction with television providers based on six factors:
performance and reliability; cost of service; programming;
communication; customer service; and billing. The Internet Service
Provider Customer Satisfaction Study is based on five factors:
performance and reliability; cost of service; communication; billing;
and customer service.
According to the Television Provider Customer Satisfaction Study, 83
percent of customers bundle their TV and Internet service with the same
provider, while 17 percent subscribe to just TV service with their
telecom provider. Among customers who bundle, 59 percent also have
telephone service with their provider—commonly referred to as a
Overall satisfaction is highest among triple-play customers (690 on a
1,000-point scale), compared with among TV and Internet bundlers (678)
and TV-only subscribers (658). With 19 percent of customers indicating
they "definitely will" recommend their provider, bundled customers also
have higher rates of advocacy, compared to those with only TV and
Internet service (17%) or TV service only (12%).
"Bundling typically provides discounts and has the added convenience of
one bill with one provider," said Adrian Chung, account director at
J.D. Power. "These elements are key drivers of higher satisfaction and
provide the stickiness that leads to long-term loyalty."
Triple-play customers pay an average of $165(CAD) per month for service,
while TV and Internet bundlers pay an average of $156 and TV-only
subscribers pay an average of $89. Satisfaction with cost of service is
highest among triple-play customers and is lowest among TV-only
Speed Is Key for Internet
Satisfaction with Internet service providers is highest among customers
with fibre optic Internet service. These customers also experience the
fewest problems; however, when they do experience an issue with their
connection, the decline in satisfaction is more substantial than it is
among customers without fibre optic access who experience a connection
In addition, only 25 percent of fibre optic customers experience an
outage with their Internet connection, compared with 29 percent of DSL
customers and 31 percent of cable customers. However, when fibre optic
customers do experience an outage, overall satisfaction with their
Internet provider drops by 114 points, on average. In comparison, when
cable Internet customers experience a problem, overall satisfaction
declines an average of 101 points, while DSL customer satisfaction
falls by 99 points.
Overall customer satisfaction among customers with fibre optic Internet
access averages 682, compared with 672 among those with cable Internet
access and 646 among those with a DSL Internet connection.
Internet speed is a key expectation among customers. Among Internet
customers with fibre optic access, 15 percent indicate their Internet
speed exceeds their expectations, while only 8 percent of both DSL and
cable customers indicate the same.
"While customers with fibre optic connections are very pleased with the
speed and reliability of their Internet connection, they also have very
high expectations," said Chung.
Premium Television Packages Build Loyal Customers
Among television provider customers, those who subscribe to premium TV
service packages have higher rates of loyalty to their provider, as
only 16 percent indicate they "will likely" switch to another provider
in the next 12 months, compared with 22 percent of basic TV
subscribers. Additionally, premium package subscribers are more
"likely" to purchase additional services from their provider than are
basic TV subscribers (36% vs. 29%, respectively).
More than one-half (52%) of customers subscribe to HD channels; 42
percent have a PVR/DVR; and 35 percent use or subscribe to video on
demand (VOD). Of these, both overall and TV programming satisfaction
are highest among VOD subscribers, compared with the Television
Provider Customer Satisfaction Study average.
The Television Provider Customer Satisfaction Study also finds that 42
percent of customers view content from a mobile device, such as their
tablet or mobile phone; however, overall satisfaction among these
customers averages 661, lower than among those who watch from their
television only (683).
"Satisfaction for mobile users suffers because they tend to experience
more problems with picture and download speed," said Chung. "They
expect their mobile device to have the same speed and quality as their
home TV, and in many cases their expectations are not met."
Vidéotron ranks highest in both television customer satisfaction and
Internet customer satisfaction in the East region. Vidéotron has an
overall score in television customer satisfaction of 747. Shaw ranks
second in the East region with a score of 703, while Cogecoranks third
at 685. In Internet customer satisfaction, Vidéotron ranks highest in
the East region with a score of 755. Cogeco ranks second (686) and Bell
Aliant ranks third (675).
SaskTel ranks highest in both television and Internet service customer
satisfaction in the West region. SaskTel achieves an overall score of
730 among television customers. MTS ranks second in the region with a
score of 687, followed by TELUS at 684. In Internet customer
satisfaction, SaskTel ranks highest with a score of 705, followed by
TELUS at 672.
The 2013 Canadian Television Provider Customer Satisfaction Study and
the 2013 Canadian Internet Service Provider Customer Satisfaction Study
are based on responses from more than 10,500 telecommunication
customers—more than 4,500 customers in the West region and 6,000
customers in the East region. Both studies were fielded in October 2012
and April 2013.
About J.D. Power
J.D. Power is a global marketing information services company providing
performance improvement, social media and customer satisfaction
insights and solutions. The company's quality and satisfaction
measurements are based on responses from millions of consumers
annually. Headquartered in Westlake Village, Calif., J.D. Power has
offices in North America, Europe and Asia Pacific. For more information
on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
About McGraw Hill Financial
McGraw Hill Financial (NYSE: MHFI), a financial intelligence company, is
a leader in credit ratings, benchmarks and analytics for the global
capital and commodity markets. Iconic brands include Standard & Poor's
Ratings Services, S&P Capital IQ, S&P Dow Jones Indices, Platts,
CRISIL, J.D. Power, McGraw-Hill Construction and Aviation Week. The
Company has approximately 17,000 employees in 27 countries. Additional
information is available at http://www.mhfi.com.
No advertising or other promotional use may be made of the information
in this release without the express prior written consent of J.D.
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SOURCE: J.D. Power and Associates
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