DirecTV tops Dish, Comcast in customer-satisfaction poll

Jeff Smith, Rocky Mountain News

Published August 16, 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 Wednesday.

DirecTV scored a 675 on a 1,000 scale, Dish Network 645 and Comcast 619, based on consumers polled by the respected 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 surveyed.

Colorado-based cable provider Wide Open West, which serves markets in Illinois, Michigan and Ohio, topped the rankings in the north central region.

Cindy Parsons, Comcast spokeswoman in Colorado, said the cable-TV provider isn't pleased with the results. But she said scores have remained stable, and the survey was conducted when Comcast was in the process of integrating some former Adelphia systems.

"We know we must continue to work harder to increase customer satisfaction, and we're putting an enormous amount of effort and money into improving our customers' experience with us," Parsons said.

EchoStar declined to comment. A J.D. Power analyst noted that 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.

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

The study also found that nearly half of customers now pay their bill over the Internet.

smithje@RockyMountainNews.com or 303-954-5155

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