Are you currently happy with your TV or cable service? Before anything else in this article, we would like you to answer the following questions honestly. Do not worry, this is just for you and will not be on the test later:
All of these are essential questions. Customer service and satisfaction matter much more than we give them credit for, especially when things go wrong. Competitors are out there looking to capitalize on another company's inability to keep customers happy.
If you are reading this, you might have just had a noteworthy experience with a provider (either positive or negative) or are picking out a new provider for your household and wondering what might be in store for you. After all, every provider has its strengths and weaknesses, and we certainly have that information for you. There is a lot to consider and many providers to go over on top of that.
However, regardless of your intentions for coming to this page, we would ask that you do not necessarily think of this as a buying guide (we have plenty of other resources to help you with that on this site.) This is more of a general comparison across the country detailing which companies are succeeding, which ones are not, and why that is the case. We think that is a far more helpful tool for reflection. Therefore, without further wait, here is what we have found:
Customer satisfaction is one of those subjective things that everyone knows when they see it but might find hard to define. People will know if they are satisfied but often might not understand why or why not. While we do not necessarily say we can provide a perfect definition, when comparing and ranking providers, we looked at the following:
Customer Service Quality: Customer service often does not feel terribly important until someone needs it. While measuring customer service quality can be difficult as it is a very subjective concept, customers are generally happy if their (reasonable) requests are met, representatives are helpful and friendly, and matters move along smoothly. If customers feel stonewalled or ignored in any way, they are not likely to feel satisfied.
The company ranked best for customer service generally changes often. Still, recently DIRECTV has some of the best ratings here, providing plenty of options and having helpful representatives across the board.
Customer Service Availability: The most likable representative in the world cannot make up for the fact that you do not want to be on hold for hours. A TV company should anticipate their user base's general need for service and have the staff on hand to handle any issues (without regularly overworking the team in the process, as an overworked representative is probably not the most helpful one).
Additionally, keeping live chat and online options open can help with customer satisfaction. Companies realize they can help more customers more efficiently via these options and make more customers comfortable with the process.
Again, we found that DIRECTV did especially well here, providing plenty of avenues for customers to reach support and generally being available. Because of the nature of customer service, everyone's experience might be different, and many companies provide service at all hours on several platforms.
Billing and Paperwork Practices: It is difficult for people to be satisfied when seeing their monthly bills, but there are ways where TV providers can provide better options and an easier experience. These include flexible billing, automatic payments, and better online payment systems. Additionally, being clear about billing, fees, etc., can go a long way towards better customer satisfaction. People understand they have to pay for services; they just do not want to be tricked. The more transparent and flexible a company is, the happier customers will be.
We found that Cox did extremely well in this category, with some of the industry's better and more flexible practices. They were miles ahead of the competition, even with DIRECTV and a few other companies receiving decent ratings.
Value: People like to feel as though they are getting good value for their money. While this will be different for everyone, lower prices will always endear customers to a company. Providing additional perks and services for the same advertised price will do the same. What good value means will change over time as technology improves, and competition between providers drives expectations up for what people can get for their dollar (both within and outside of the industry). As soon as people learn they could have something better, their satisfaction goes down.
Some companies did better than others here, but we would like to note that different plans and channel packages within each provider's options would score differently and affect how each customer would think of the company as a whole. Therefore it wouldn't be wise to say, "X is the best company for value." This can be a very mixed metric.
Signal and Picture Quality: If the picture looks terrible on the screen, or the sound is not coming through, and it is clearly an issue on the side of the cable provider, then there is not much that can make up for that. People want (rightfully) to get the services they are paying for without issues, and they should switch if there are significant or extended problems. When watching TV, a reliable and clear signal matters, likely more than anything else.
On the reverse side of things, with the best possible quality, people will be able to get the most out of their expensive audio systems and television sets and will feel impressed with their provider. They are probably less likely to think about what they are paying for the content or any other bad experiences they had previously.
We found that Spectrum did extraordinarily well in this category and provides some of the most consistent services out there. Some regions might see different results, but overall, customers were impressed with Spectrum and its cable infrastructure.
Channel and Package Selection: People want options when they shop for TV services, and they hate the idea of paying for services or channels they know they will never use. Many customers might want to know that they can browse endlessly and always find something new to watch, liking the novelty of television.
Customer satisfaction comes from options in both package selection at a higher level and channel variety at a lower level. Giving people more to watch allows television to keep up with the massive selection of streaming services and other forms of entertainment available to people.
People might be satisfied either by getting the channels they want or feeling that there is a wide selection to choose from when they sign up for services. Larger providers naturally can do better here, having the bargaining power to work with more channels and get better deals in the negotiating room.
We found that DIRECTV did well in this category, providing plenty of options for customers as well as a wide channel selection, leaving people satisfied and getting what they want from their TV service plan.
DVR and Perk Satisfaction: DVR is one of the few things that allow cable companies and TV providers to keep up with the streaming services, allowing for content on-demand. DVR can also let people slow down, replay, or pause TV so they can handle anything that comes up. It is simply a must-have for many people, especially those that hate ads and have busy schedules. Quality DVR services should be consistent, affordable, or included in the package and have all desired and necessary features.
TV Providers might also provide additional perks and services on top of DVR services, perhaps a subscription to a commonly used service or a discount on special features. This generally comes with bundles but does affect the overall customer experience and customer satisfaction. Interestingly, DVR can be separated from TV service, and people do often get third-party DVRs.
We found that Xfinity has an excellent system that keeps customers satisfied, though DIRECTV has plenty of DVR service subscribers (as a percentage). However, the box itself and a few other factors might matter more than the company, as there could be variations within each service provider. As for other perks, DIRECTV has plenty to offer that keep people satisfied, but mileage will vary for each person depending on their interests and needs.
General User Experience: There are plenty of menus, configurations, and navigation options that come with a modern cable package and cable box. Even the remote can be confusing to people who are not used to technology. TV customers come in all ages, so accessibility is vital. Not explaining how to use the technology, making non-intuitive design choices, or slowing people down in any way is not going to reflect well on a company.
Additionally, both the public and TV providers have become increasingly aware of the importance of accessibility options, which are part of the overall experience for people who have disabilities and people who just want more options. The more easy-to-access and use the options are, the more satisfied some customers will be.
We found that DIRECTV did well in this category, having an excellent channel guide built-in and an easily navigable interface. Xfinity also does well and has plenty of options for people looking for them.
Bundling Options and Services: Cable is not always just about cable TV anymore. Most if not all TV service providers also offer other services, usually landline and internet services, but they also provide cell service in an increasing number of situations. If people are happy with their bundle, they are more likely to be satisfied with their TV provider.
This can be difficult to measure, as people might judge their bundle separately from their TV service or consider their internet service more important to them (increasingly common in today's world). It is hard to judge even by popularity, as there might be only one or two companies operating in many locations. Ultimately, all we can judge are the options available to people, their value, and whether people think those packages are good deals.
Every bundle will be a bit different and work for different people. It isn't easy to judge the best company here overall, and we shall refrain from doing so.
Installation, Setup, and Maintenance: What is the setup process like? Do customers have to wait a while and effectively take a day off to get their TV hooked up? Setup and installation are many people's first real impression of a company. If the company does poorly by mismanaging appointments, employing inadequate technicians, or requiring multiple visits, customer satisfaction will reflect this poorly.
Alternatively, TV has progressed to where self-installation is common, easy, and can provide a discount to customers. Excellent instructions and easy self-installation can also lead to improved customer satisfaction.
Cox clearly takes the lead here, ensuring that their customers get appointments and can move on with their day and service as soon as possible. Following them are DIRECTV and Verizon Fios. We should note, however, is that much of this depends on the region involved and the individual technicians.
Additional Factors: Every provider and customer are a bit different, and as such, there might be some additional factors, footnotes, and other things people care about. It could be anything from website design to how the cable boxes look. There is no real limit to this category and while we will not talk extensively about it, just remember that people are different, and that can spill over into rankings and metrics.
Do note that not all customers will weigh these similarly and that customers might consider some aspects more important. It stands to reason that the service not working at all will impact satisfaction more than some minor billing confusion or a less than efficient DVR setup. You might also care more about some aspects and less about others.
In this case, if you are looking for a provider and have particular needs and priorities, we recommend that you do some more research and searches of your own to figure out the best company for you.
In terms of exact ranking, we decided to avoid assigning specific numbers due to the already subjective nature of the task. Customer satisfaction depends on the customer, and different companies excel in different fields. Rest assured, however, that as a rule, a company did not make either list here without being notable in some regard, and no company, in our opinion, has an infuriating flaw if it makes our top providers list.
When it comes to customer satisfaction, these are the providers that stand out and why:
One of the largest and most widespread providers in the country (they work in all 50 states), DIRECTV generally offers everything to everyone. While some might consider them a bit expensive, they offer some of the best options and services across the board, with strong signals, packages (both bundling and channel), and user features. If a television service exists, DIRECTV has it. Customers absolutely love that, even if they have to pay a bit extra (convenience is a key motivator, and many customers value their time or experience far more than a bit more money each month).
For customers who do not want everything, DIRECTV has them covered as well, with some more affordable options available. For customers who want to watch everything, perhaps at once, the Genie HD (a DVR offering) has options for customers that allow for simultaneous watching, excellent recording, and whatever else most customers want from a DVR.
DIRECTV also gets one of the best outright customer service rankings, no matter how you look at it. Plenty of positive accounts and a dedicated team that, while not perfect, does not get nearly as many complaints as other providers. This covers both customer service as well as tech support issues. Even the user experience with menus is top-notch. There is a reason we mentioned them above in quite a few categories, and while there are other providers that are improving quickly, DIRECTV stays miles ahead.
In areas where DIRECTV is not the absolute best, do not think they rank low. DIRECTV has made efforts in recent years to make sure it excels no matter what it is attempting. Overall, most customers cannot go wrong with DIRECTV if they can afford it.
While not as consistent as DIRECTV, Cox gets incredibly high rankings in some categories, making them favorites of many cable customers. One of the popular cable providers, Cox has been in the industry for decades and has a large fanbase.
As mentioned, Cox is known for being more customer-friendly than nearly any other provider, with customers raving about the setup process, much of customer service, and their clear and transparent billing practices. Cox customers rarely feel like they are getting tricked, and their practices often retain customers where someone would have switched or cut the cord.
Cox offers several packages to customers at reasonable prices and does not usually require contracts from customers. Sports packages are available, and DVR options allow customers to capitalize on that to the fullest, leaving them wanting for little. The main problem with Cox is that it is not available everywhere, only operating in a limited number of states.
Interestingly, while Cox offers internet options for customers, Cox customers are also likely to be pure-cable customers, with that customer either opting not to get internet service or getting internet service from another provider. Perhaps there is something to be said about specialization in regards to Cox TV service.
Charter Spectrum, or simply Spectrum as it is generally known now, has a negative history with customer service, but things have changed. They have a money-back guarantee on their services, and you do not need to sign up for a contract in all cases. Even with these things, customers can often get signing perks and discounts, improving their evaluation of Spectrum's value.
Speaking of value, many people are happy with Spectrum pricing for bundles. However, reviews on the internet side of things are mixed, often related to where the customer is located.
Additionally, Charter Spectrum has received top marks when it comes to signal quality. While their internet can have some issues, and not every region will have the same positive stories, Charter Spectrum still has some of the most reliable cable television on the market. Customers are happy with what they are getting and are sticking with them year after year.
Outside of these clear strengths, Spectrum is still well-loved by customers in general, with customers overall enjoying the channel selection, interface, and those other small details that add up to a total customer experience.
Xfinity Comcast is a bit of a success story, as the company was not always so well-received in terms of television or any services in the past. While Xfinity Comcast is known more for internet than anything else these days, their television services have been getting top marks from customers. Signal strength is strong, and customers are getting happier about channel selection and the overall options available. It is something a bit different, but change can be a good thing for customers if there is something to offer.
While they still have quite a bit of work to do to reach the top of the pack, they are making improvements. Xfinity Comcast also provides strong DVR options and a fair amount of television options, whether you are going for a bundle or just want TV services. There is simply little to complain about regarding Xfinity, and sometimes that is enough for customers to take notice.
As we'll undoubtedly see in the next list, no matter how customers might think about it, it seems that a customer's views about their internet service will affect how they view their TV service. Since many customers are happy with Xfinity internet, customer satisfaction scores will reflect that.
While we want to give every company a chance to put their best foot forward, sometimes the data and customer surveys just say otherwise. We need to warn you about working with them in case you have service problems or perhaps end up with no service at all.
We will not make this list as extensive as the one for best providers as most other companies were simply mediocre or had more acceptable flaws. Still, we found that these following companies were worth special mention:
A TV and internet provider that is primarily known for its internet services, mainly in Southwestern and Mid-Atlantic states, Suddenlink is something that might be good for those on a budget but simply does not excel in any other way.
When we looked at various surveys and responses, we noticed one thing: people were simply not happy with the signal quality they got from Suddenlink. They were the least liked in this regard out of all major providers, by a significant margin. Given that the signal is the most important thing, Suddenlink just cannot come back from this major issue.
In other regards, SuddenLink is average at best. Customer service is mediocre according to customer feedback, and the setup and installation process could improve. While Suddenlink doesn't require a contract and can be competitively priced, which will make some prospective customers happy, there isn't much for customers to choose from in terms of channel packages compared to other major providers. Customers simply want more in today's world.
The negative reception could be linked to poor reception to its internet services, which while cheap, are not necessarily the best and come with lower data limits than most other providers.
The next company that needs to be mentioned here is Frontier Communications, which unfortunately also has a few problems to resolve. Frontier Communications is an internet and television service company that principally serves rural areas but has recently expanded into some larger areas too. Strangely, Frontier did well in the past, and other companies seemed to jump ahead (or Frontier fell behind) only in recent years.
While better than Suddenlink, Frontier Communications has some complaints lodged against it for the installation, and people do not feel the company offers enough channels. While previously an excellent choice for people looking for affordable television, people now just don't feel they are getting as much value as they used to from the company.
Outside of this, Frontier Communications has few outright bad metrics or major complaints. They simply do not stack up against the rest of the competition. While people like their DVR offering, it just isn't enough.
In another trend, many people are not happy with the internet service offered by Frontier, which is often DSL internet and incredibly slow compared to other options available throughout most of the country. This poor reception here could result in a poor opinion of the company across the board (including TV services), whether justified or not.
Recent cost-cutting measures by the company in response to declining revenue could be the culprit. Frontier filed for bankruptcy in April of 2020, leading to some restructuring and almost certainly more issues in service quality. What Frontier communications will look like as it tries to recover remains to be seen.
If you have heard of Mediacom before, it was probably from an unhappy customer. That seems to be the narrative for this TV provider. While making some efforts to improve in recent years, it has simply been overtaken in several regards by other providers. They are one of the largest providers in the country. Still, instead of tackling large cities and popular regions, they focus on providing service to the areas that might otherwise be overlooked.
While it is not a make-or-break for many customers, there were many complaints about Mediacom's DVR offerings and services, with it doing far worse than any other company in this department. The other major complaint is reliability, with some customers complaining about channels cutting out and service being hard to come by. Mediacom just is not liked as much as other providers.
In some cases, such as customer service quality, the difference isn't so noticeable (though there are frequent complaints against them online). Still, with others like channel selection, there is a significant gap. Whether this is just people having one major complaint and giving poor scores across the board or a general trend of mediocrity is uncertain. However, one thing is certain: Mediacom does not satisfy customers as much as most of its competitors.
Once again, with Mediacom, people are not happy with the internet service, which may bleed over into opinions about TV service.
Looking over all the reviews and data we could find, we did find a few trends you should know about:
There is so much to say about customer service and customer satisfaction in an industry known for unhappy customers (and with good reason). While some improvements are being made depending on what services you get and where you live, there is still clearly much more work left to do and a lot left for companies to think about. Whether these companies take after each other's examples or continue on poor trajectories in some cases is up to them. Still, we are optimistic that the overall arc is toward the positive.
We hope that this listing and comparison allows you to understand what options and expectations you should have and wish you the best with whatever you decide to do for a TV provider in the future.
