Europe’s leading cable companies score higher than their rivals in customer satisfaction with broadband service, but trail them in television service.
According to a survey from Strategy Analytics, customers of cable companies give them a net promoter satisfaction rating of 66 percent for their broadband service but only 37 percent for their television service. In spite of this, satisfaction with both television and broadband cable services improved during 2012, and improved significantly since 2010.
David Mercer (VP, Digital Consumer Practice, Strategy Analytics): As the Cable Congress gets under way in London this week, the European cable industry, like its US counterpart, faces the challenge of striking the right strategic balance between its highly profitable broadband services and its more marginal television activities.
According to the survey, cable customers are more likely than other households to own emerging technologies such as iPhones and Android smartphones. 45 percent of cable households owned at least one Android smartphone, compared to 37 percent of non-cable households. 12 percent of cable households owned an iPad and 26 percent a smart TV.