Price still matters most when choosing a TV provider | Media Analysis | Business | News | Rapid TV News
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As consumer choice increases rapidly, and live TV firms themselves and their subscribers benefit from the current dynamic of subscribers paying less for live TV because streamers have lower costs, the most considerable driver for choosing a provider is still a lower price says research from J.D. Power.
JDPower 3Oct 2022
The J.D. Power 2022 U.S. Television Service Provider Satisfaction Study is designed to provide a detailed assessment of customer perceptions of service with their current television provider. It measures overall satisfaction with television service providers based on seven factors: performance and reliability; cost of service; programming; communications and promotions; billing and payment; features and functionality; and customer care. The research is based on responses from 23,387 customers and was fielded from November 2021 through August 2022.

According to the research, live television streamers say they pay less for their live television, as the self-reported average cost for cable and satellite television is $110 per month and the average cost for streaming is $68 per month. The study finds that Overall satisfaction is 699 (on a 1,000-point scale) for cable and satellite and 774 for streaming. Among both groups, the biggest driver for choosing a television provider is a lower price.

“Delivering video to myriad devices both in-home and mobile is actually pretty difficult and yet the service providers in cable, satellite and streaming all make it look easy, creating ever higher customer expectations,” noted Ian Greenblatt, managing director at J.D. Power commenting on the study findings.

“Highest quality content is quite costly to produce or acquire for all providers. Operating the needed networks and equipment for cable and satellite TV from start to finish versus streamers who can use those networks for middle and last-mile delivery for hundreds of thousands of concurrent streams, are vastly different at a product level regarding cost. Live TV streamers (and their customers) are therefore the beneficiaries of the imbalance and can be seen as providing more value for the subscription dollars spent.”

DISH ranked highest in the cable/satellite TV–national segment for a fifth consecutive year, with a score of 720. Xfinity (706) ranked second and DIRECTV (699) ranks third. Verizon Fios was highest in the cable/satellite TV–east region with a score of 749. DISH (713) ranks second and Xfinity (699) ranks third.

Midco was highest in the cable/satellite TV–north central region with a score of 721. Xfinity ranks second with a score of 701 and DISH ranks third with a score of 699. DISH ranks highest in the cable/satellite TV–south region with a score of 736. Xfinity ranks second (719) and DIRECTV ranks third (710). DISH ranks highest in the cable/satellite TV– west region with a score of 716, followed by Xfinity (705). FuboTV ranks highest in the live TV streaming segment with a score of 789. Sling TV (786) ranks second and YouTube TV (779) ranks third.