5 of the 19 companies getting the lowest scores on the American Customer Satisfaction Index are pay TV providers. In 3rd, it’s Time Warner, 4th, Comcast, 5th, Charter, 17th, Cox, and 18th, Dish. Hmm, why might that be?
“These are not terribly competitive industries, as the switching barriers for most of them are quite high,” ACSI’s David VanAmburg told The Atlantic. “In other industries, like the food or clothing sector, the competition is huge. They bend over backwards to make customers happy, because they have to.”
That about says it all right there. Just flip the statement. In these industries, there is little competition. They tell customers to go screw themselves, because they can.