Survey: Comcast tops for consumers in 4 categories

When it comes to customer satisfaction with cable television, telephone and internet service providers, a new survey from a Michigan-based organization has Comcast at the top of most categories.

The national survey, which was conducted by the American Consumer Satisfaction Index, listed Philadelphia-based Comcast at the top in four of six categories among companies serving Connecticut. Comcast topped the subscription television, internet service provider, home WiFi service and video on-demand categories.

We’re always striving to create products and experiences our customers love,” said Kristen Roberts, a Connecticut-based Comcast spokeswoman. “As the last year has clearly demonstrated, keeping people connected so they can work, learn, and stay entertained has never been more important. We continue to make significant investments in our network to not only meet our customers’ current needs, but stay well ahead of future demands, while providing the best content available anywhere.”

The survey is based on the result of nearly 38,000 interviews nationwide. Categories addressed in the survey included:

  Call center satisfaction, range of channels available and keeping service outages to a minimum for cable television providers.

  Video streaming quality, variety of service options and overall data transfer speeds for Internet service providers.

  Call clarity and variety of service options available for land line phone service.

Stamford-based Charter Communications and Cox Communications had the next best showing after Comcast among service providers with Connecticut customers.

Charter finished second to Comcast among cable television providers that serve Connecticut communities and tied for second with Cox in the Internet service provider category. Comcast came in first in that category.

Officials for Charter and Cox weren’t immediately available for comment on Tuesday on their companies respective rankings in the survey.

Lon Seidman of Essex, who reviews technology products on his YouTube channel LON.TV, said the Internet portion of the survey is mostly focused on download speeds.

“It really doesn’t address the whole problem for consumers, which is that the upstream speed for most users is still in need of work,” Seidman said. “As that gets better, it will allow people to work more efficiently.”

The survey also doesn’t address pricing as a component of customer satisfaction, he said.

“And the lack of a real value proposition comes down to a lack of choice,” Seidman said, noting that because cable television companies have specific franchised service territories, consumers’ choices are limited.