Subscription TV Service
Strengthen subscriber loyalty with ACSI benchmarks and analytics
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SUBSCRIPTION TV
SERVICE
With new streaming services popping up every day, traditional subscription television providers must keep their customers satisfied if they want to retain them and continue growing. ACSI’s unique diagnostic modeling helps decision-makers identify which improvement efforts will yield the greatest impact in driving customer loyalty.
At a glance:
Subscription TV Service
- Inaugural year:
2001
- Updated:
annually
- most recent data:
2025
- Companies:
9 major companies, plus aggregate of smaller providers
Satisfaction Benchmarks by Company
Subscription TV Service
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Subscription TV Service | 70 | 70 | 0% | |
| #verizon-fios | Verizon Fios | 75 | 78 | 4% |
| All Others | 68 | 71 | 4% | |
| #cox | Spectrum (Charter Communications) | 66 | 69 | 5% |
| #cox | Cox | 69 | 68 | -1% |
| #directv-satellite-tv | DIRECTV-Satellite TV | 68 | 68 | 0% |
| #dish-network | Dish Network (EchoStar) | 68 | 68 | 0% |
| #xfinity-comcast | Xfinity (Comcast) | 69 | 68 | -1% |
| #frontier-communications | Frontier Communications | 71 | 67 | -6% |
| #optimum-altice-usa | Optimum (Altice USA) | 62 | 62 | 0% |
| #xtream-mediacom | Xtream (Mediacom) | 67 | 62 | -7% |
Subscription TV Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Picture quality | 83 | 81 |
| Quality of mobile app | 82 | 81 |
| HD picture quality | 82 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 80 |
| Recording capabilities | 79 | 79 |
| Courtesy and helpfulness of store/service center staff | 80 | 78 |
| Ease of using remotes, on-screen menus, and program guide | 79 | 78 |
| Website satisfaction | 79 | 78 |
| Quality of equipment (boxes, remotes, etc.) | 79 | 77 |
| Range of channels available | 78 | 77 |
| TV signal reliability | 78 | 77 |
| Ability to view everything in one place | 78 | 76 |
| Ease of understanding bill | 78 | 76 |
| Premium channels available | 77 | 76 |
| Range of on-demand content | 77 | 76 |
| Range of sports programming | 77 | 76 |
| Speed of store/service center transaction | 79 | 76 |
| Call center satisfaction | 68 | 68 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected March 2024 – June 2025.