Streamer Satisfaction Grows

US pay TV subscribers are increasingly satisfied with over-the-top streaming services versus traditional cable, but are nevertheless watching more linear television.

Those are the findings in a study of 27,415 customers conducted by industry analytics firm J.D. Power between November 2016 and July 2017.

“Although it seems like the world is consumed with the idea of cord-cutting,” said Peter Cunningham, J.D. Power, “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.”

Added Cunningham: “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.”

Among the study’s findings:

  • Customer satisfaction with the overall streaming experience (7.91 on a 10-point scale) and performance and reliability (7.97) has slightly improved year over year, while overall satisfaction with traditional payTV services has declined (710 this year on a 1,000-point scale, down from 724 last year);
  • Hours per week spent watching regularly scheduled programs increased by nearly an hour between 2015 and 2017 (17.4 hours in 2017, 16.6 hours in 2015);
  • The number of people saying they plan to cut the cord has declined slightly – 8% this year, down from 9% last year.

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About Larry Greenberg

A former local beat reporter and film critic, co-founder Lawrence Greenberg has more than 25 years’ experience as a writer and public relations executive.

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