Best of Web: Study- US OTT Customer Satisfaction on the Rise

By Angie Johnston  |  September 29, 2017 | September 29, 2017

Pay-TV subscribers in the US are growing increasingly satisfied with OTT streaming TV services versus traditional cable TV, but they also are spending nearly an hour more a week watching regularly scheduled television programming than they did two years ago. That increasingly complex consumer relationship with streaming and cable television is explored in detail in a trio of studies from consumer insights, advisory services and data and analytics specialist J.D. Power.

The related studies are the J.D. Power 2017 U.S. Residential Television Service Provider Satisfaction Study; the J.D. Power 2017 U.S. Residential Internet Service Provider Satisfaction Study; and the J.D. Power 2017 U.S. Residential Telephone Service Provider Satisfaction Study.

“Although it seems like the world is consumed with the idea of cord-cutting in the wake of Hulu’s first Emmy and the proliferation of new shows on Netflix and Amazon, the number of current pay-TV customers who plan to cut the cord has actually declined, and the number of hours spent watching old-fashioned, time-slot television is growing,” said Peter Cunningham, Technology, Media, and Telecommunications Practice Lead at J.D. Power. “We’re seeing a trend toward the co-existence of traditional and alternative service providers, with each offering some lessons to the other on how best to drive an increase in customer satisfaction.”

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