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DirecTV atop TV satisfaction study

Jeff Smith, Rocky Mountain News

Published August 15, 2007 at midnight

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DirecTV topped EchoStar's Dish Network in customer satisfaction in the West, with Comcast rated below the two satellite TV providers, according to an independent study released today.

DirecTV scored a 675 on a 1,000 scale, Dish 645 and Comcast 619, based on consumers polled by J.D. Power and Associates. The regional average was 635.

The annual residential cable and satellite TV study doesn't break down numbers for a specific market. Nationally, more than 17,000 U.S. households were polled.

Colorado-based cable provider Wide Open West, or WOW, which serves markets in Illinois, Michigan and Ohio, topped the rankings in North Central U.S.

A J.D. Power analyst noted the service model has shifted to one based on a video, voice and Internet triple play.

While satellite providers face challenges in offering bundles, "their strength lies in the reliability of their service," said Frank Perazzini, J.D. Power's director of telecommunications. He said clear reception and minimal outages are two important components of service reliability.

Currently, about one-quarter of all cable subscribers bundle voice, video and data onto one bill. Satellite TV providers often bolster their packages through alliances with telcos.

The study also found that 60 percent of satellite and 52 percent of cable customers visit their providers' Web site, up from 53 percent and 41 percent respectively last year. Nearly one-half of customers now pay their bill over the Internet.

smithje@RockyMountainNews.com or 303-954-5155