Commentary

Streaming Services Trounce Pay TV

by Jack Loechner , Staff Writer, May 30, 2018

According to an ACSI consumer survey, reported by Todd Spangler, “…customers of streaming-video companies like Netflix and Hulu are far happier with their service overall than subscribers of traditional cable, satellite and other pay TV operators…”

According to the American Customer Satisfaction Index, a research organization that maintains widely recognized benchmarks in multiple …

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1 comment about "Streaming Services Trounce Pay TV".

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Ed Papazian from Media Dynamics Inc, May 30, 2018 at 7:46 a.m.
As a general comment, and as was pointed out, new services with relatively small core user bases can be expected to perform better in this type of study---especially if the respondent is not asked to compare each service with another specifically. However, once the honeymoon period is over and users find that they are not using the "new" service as often as they might have liked due to lack of sufficient original content or other issues, their novelty appeal fades. Also, the average SVOD/OTT service user continues to devote more time to "pay TV" content than to their SVOD/OTT programming---which tells you that general satisfaction claims are not perfect predictors of actual usage levels. We may not like our cable service as much as Netflix, but we still need it to supply us with news, sports, game shows, talk shows, big event specials, reality shows, etc. etc.
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