Comcast and Time Warner Cable Score Low on Latest Consumer Reports Customer Satisfaction Survey

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Tuesday, March 25, 2014

Comcast and Time Warner Cable Score Low on Latest Consumer Reports Customer Satisfaction Survey

Low Scores Show Why The Companies Shouldn’t Be Allowed To Merge

WASHINGTON, D.C. – Comcast and Time Warner Cable earned low customer satisfaction scores in the latest Consumer Reports National Research Center’s survey of consumers about their experiences with television and Internet services.

The low customer satisfaction scores should give the Federal Communications Commission and Department of Justice ample reason to be skeptical of a proposed merger between the two companies, according to Consumers Union, the policy and advocacy division of Consumer Reports.

“Both Comcast and Time Warner Cable rank very poorly with consumers when it comes to value for the money and have earned low ratings for customer support,” said Delara Derakhshani.  “A merger combining these two huge companies would give Comcast even greater control over the cable and broadband Internet markets, leading to higher prices, fewer choices, and worse customer service for consumers.”

While the Consumer Reports survey on telecom providers found almost universally low ratings across providers, both Comcast and Time Warner earned scores toward the bottom of all companies included in the analysis.

Comcast ranked 15th among 17 television service providers included in the ratings and earned particularly low marks from consumers for value for the money and customer support.  Time Warner ranked 16thoverall for television service with particularly low ratings for value, reliability, and phone / online customer support.

Comcast and Time Warner Cable were mediocre on overall satisfaction with Internet service.  Both companies received especially poor marks for value and low ratings for phone / online customer support.

“In an industry with a terrible track record with consumers, these two companies are among the worst when it comes to providing good value for the money,” said Derakhshani.  “The FCC and Department of Justice should stand with consumers and oppose this merger.”

In early February, Comcast announced a proposed $45 billion takeover of Time Warner Cable.  The deal is likely to be reviewed by the Department of Justice, which could sue to stop it.  The Federal Communications Commission must review the merger to determine whether it serves “the public interest” and it must approve the licensure transfers to allow the deal to move forward.

Ratings are based on responses from 81,848 Consumer Reports readers to the Consumer Reports National Research Center’s 2013 Annual Telecommunications Service survey.  The full report on in-home telecom services can be found in the May Issue of Consumer Reports and online at ConsumerReports.org.

Contact:  David Butler, dbutler@consumer.org or 202-462-6262 or Michael McCauley, mmccauley@consumer.org or 415-902-9537 (cell) or 415-431-6747, ext 126 (office)