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Canadian Cable TV at Risk for Cord-Cutting as Alternative Video Service Use Grows, J.D. Power FindsAs alternative video services continue to proliferate, more than one-fourth of Canadian cable and satellite television subscribers are deemed to be potential cord cutters (viewers who stop subscribing to cable television services), according to the J.D. Power 2017 Canadian Television Provider Customer Satisfaction StudySM and J.D. Power 2017 Canadian Internet Service Provider Customer Satisfaction Study,SM released today. The studies find that a total of 27% of subscribers are either unsure or plan to drop (19% and 8%, respectively) their pay TV service within the next 12 months, while 73% say they plan to keep their television service. Younger pay TV customers appear more at risk of canceling, with 14% of those ages 18-34 indicating they plan to cut the cord in the next 12 months vs. 3% of those over 65 years old. "While our data does not signify a mass exodus over the short term, TV subscribers are increasingly experimenting with-and liking-alternative streaming video options," said Adrian Chung, director at J.D. Power. "The biggest concern for the cable industry should be the highly favorable customer satisfaction scores that alternative video services are receiving relative to traditional pay TV. The availability of faster network speeds stands to further fuel this shift in viewing preferences." Following are additional findings of the 2017 study:
Study Rankings In the East region, Videotron (News - Alert) ranks highest in both television (788) and internet service satisfaction (782) for a fifth consecutive year. In television, Shaw ranks second (743) and Cogeco (741) ranks third. In internet service, Cogeco ranks second (734) and Eastlink (713) ranks third. In the West region, SaskTel ranks highest in both television (727) and internet service satisfaction (715) for a fifth consecutive year. In television, TELUS (News - Alert) ranks second (719) and MTS ranks third (718). In internet service, TELUS ranks second (697). The Canadian Television Provider Customer Satisfaction Study measures overall satisfaction with television service providers based on six factors (in order of importance): performance and reliability; cost of service; programming; communication; billing; and customer service. The Canadian Internet Service Provider Customer Satisfaction Study is based on five factors (in order of importance): performance and reliability; cost of service; communication; billing; and customer service. The studies are based on responses from 9,308 TV customers and 9,207 internet customers in Canada. Both studies were fielded in September-October 2016 and March-April 2017. See the online press release at http://www.jdpower.com/pr-id/2017079.
Power Circle Ratings Legend J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power is headquartered in Costa Mesa, Calif., and has offices serving North/South America, Asia Pacific and Europe. About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info
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