Netflix and other online video are killing cable in customer satisfaction

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TV watchers are far more satisfied with streaming video services than cable or satellite TV systems, a new survey has found. That isn't much of an accomplishment, as cable and satellite TV providers were already among the most-hated companies in the US and saw their customer-satisfaction scores sink even lower in the latest survey.

The American Customer Satisfaction Index (ACSI) included video streaming in its annual telecom report for the first time. Streaming video services averaged a score of 75 on the ACSI's 100-point scale, better than all other telecom sectors and well ahead of the broadband and pay-TV industry scores of 62.

"Customer satisfaction with subscription television service falls 3.1 percent to an ACSI score of 62, an 11-year low as the industry faces a seismic shift of subscribers defecting to lower-cost online video streaming services," the report said. "In response, many cable and telecom companies are offering new Internet TV streaming in addition to legacy pay TV, but cord cutting continues."

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