Pay-TV providers suffer from chronically low levels of customer satisfaction, and a new study indicates that they also fail to gain consumers’ trust. Among 19 industries examined, TV service providers collectively had the lowest average trust rating, also contributing 7 of the 15 lowest-rated companies of the 246 measured, per results from the 2013 Temkin Trust Ratings. The next-worst group? Internet service providers, many of whom doubled as TV service providers and failed to engender consumer trust in either division.
In order to gauge consumer trust, Temkin Group asked 10,000 US consumers during January 2013 to identify companies that they had interacted with during the prior 60 days, then asking them to what degree they trusted that the companies would take care of their needs. The “net trust” score was calculated by taking the percentage of consumers that gave the company a top-2 box score in trust (on a 7-point scale) and subtracting from that the percentage of respondents that gave the company a bottom-3 box score. Read the rest at MarketingCharts.
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