Cable and Satellite TV Customer Satisfaction High

The cable and satellite TV industry has customer satisfaction at its highest level since ratings began, but is ranked second to last among 18.  Only newspapers and airlines showed a lower satisfaction rating according to the University of Michigan's American Customer Satisfaction Index.  The average rating for cable and satellite TV companies rose 3.2 percent from a year ago, at a score of 64 for 2008. 

The report came from a phone survey of about 20,000 people from January to March of 2008.  Comcast had a score of 54 this year, 3.6 percent lower than its score of 56 in 2007.  It has been said the Comcast has put a lot of money in technology, but not too much in customer service.  Comcast's senior vice president Rick Germano said the cable provider is not happy with its rating but said, "we get it.  We're listening."  Comcast has stepped up training of its customer service employees and technicians and has conducted focus groups in 10 cities across the country in the past year to monitor and respond to complaints. 

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