|By Business Wire||
|June 26, 2014 07:50 AM EDT||
The growth of TV/video accessibility and personal video recorder (PVR) use marks a change in household consumption behaviors and greater satisfaction, according to the J.D. Power 2014 Canadian Television Provider Customer Satisfaction StudySM and the J.D. Power 2014 Canadian Internet Service Provider Customer Satisfaction StudySM, both released today.
Satisfaction among television customers in Canada is 685 (on a 1,000-point scale), increasing from 675 in 2013, while satisfaction among Internet customers is 672, an improvement from 668 in 2013.
“Customers are increasingly looking for flexibility in how they use their services; today, this means connecting to TV or video on tablets and smartphones, in addition to traditional access,” said Adrian Chung, account director at J.D. Power. “The ability to access content anywhere, anytime via multiple devices and locations represents a perceived value-add to new and existing subscriptions, which positively impacts both the customer experience and loyalty toward service providers.”
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.
- In 2014, 45 per cent of television service customers in Canada watch TV programming on additional devices, such as laptops, tablets and smartphones, compared with 42 per cent in 2013.
- Providing access to content on customers’ preferred devices translates into higher satisfaction with cost of service, which is 30 points higher among those watching TV programming on alternative devices than among those watching on TVs.
- Satisfaction is higher across all factors among TV customers with PVRs enabling multi-room viewing than among those without similar PVRs. Satisfaction among those using multi-room PVRs is 16 points higher than among those using single-room PVRs (714 vs. 698, respectively), reinforcing the perceived value that customers associate with access to content anytime, anywhere.
- PVR customers spend on average $15 more per month on their TV bill than those who do not have a PVR.
- Satisfaction impacts the rate of recommendations. Customers with a multi-room PVR are 5 percentage points more likely to say they “definitely will” recommend their television service provider than are those with a single-room PVR unit (24 per cent vs. 19 per cent, respectively).
- Among the 38 per cent of customers in Canada who have a PVR, 25 per cent have a multi-room unit, an increase from 21 per cent in 2013. In comparison, among the 46 per cent of customers in the United States who have a PVR, 38 per cent have a multi-room PVR.
- When comparing viewing methods, U.S. customers more often view video content on tablets than do Canadian customers (21 per cent vs. 16 per cent, respectively), while viewing on laptops and desktops is more common in Canada than in the United States (35 per cent vs. 31per cent, respectively).
- More than one-half (51 per cent) of TV customers contact their service provider for customer service, compared with 36 per cent of Internet customers. Among TV customers who contact customer service, 33 per cent are unable to resolve their issue on the first call, compared with 36 per cent among ISP customers.
- The most common reasons for TV customer service contacts are to report an outage (15 per cent); equipment issues (15 per cent); and poor/bad reception (11 per cent). The most common reasons for ISP customer service contacts are problems/issues with cable modem/Internet access (29 per cent) and to report an outage (16 per cent).
Vidéotron ranks highest in both television and Internet customer satisfaction in the East region. Vidéotron’s overall score in television customer satisfaction is 757, followed by Shaw with a score of 703 and Cogeco with 698. In Internet service customer satisfaction, Vidéotron ranks highest with a score of 757, followed by Cogeco with 695.
SaskTel ranks highest in both television and Internet service customer satisfaction in the West region. SaskTel achieves an overall score of 720 among television customers, followed by MTS with a score of 698 and TELUS with 688. In Internet customer satisfaction, SaskTel ranks highest with a score of 690, followed by TELUS with 667.
The 2014 Canadian Television Provider Customer Satisfaction Study and
the 2014 Canadian Internet Service Provider Customer Satisfaction Study
are based on responses from more than 2,600 TV customers in the West
region and more than 5,000 TV customers in the East region; and more
than 3,000 Internet customers in the West region and more than 4,800 in
the East region. Both studies were fielded in October 2013 and April
Overall Customer Satisfaction Index Scores
(Based on a 1,000-point scale)
J.D. Power.com Power Circle RatingsTM
Television - East Region
|East Region Average||689||3|
Television - West Region
|West Region Average||676||3|
Internet - East Region
|East Region Average||678||3|
Internet - West Region
|West Region Average||661||3|
DevOps Summit at Cloud Expo New York is offering a limited time FREE "Expo Plus" registration option in New York. On site registration price of $1,95 will be set to 'free' for delegates who register during special offer. To take advantage of this opportunity, attendees can use the coupon code, and secure their registration to attend all keynotes, @DevOpsSummit sessions at Cloud Expo, expo floor, and SYS-CON.tv power panels. Special FREE registration givess access to all Containers and Microservi...
Jun. 2, 2015 07:30 PM EDT Reads: 1,095
DevOps Summit, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long developmen...
Jun. 2, 2015 07:15 PM EDT Reads: 2,400
"We have developers who are really passionate about getting their code out to customers, no matter what, in the shortest possible time. Operations are very focused on procedures and policies," explained Stan Klimoff, CTO of Qubell, in this SYS-CON.tv interview at DevOps Summit, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Jun. 2, 2015 07:00 PM EDT Reads: 4,979
“We help people build clusters, in the classical sense of the cluster. We help people put a full stack on top of every single one of those machines. We do the full bare metal install," explained Greg Bruno, Vice President of Engineering and co-founder of StackIQ, in this SYS-CON.tv interview at 15th Cloud Expo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Jun. 2, 2015 06:15 PM EDT Reads: 4,565
SYS-CON Events announced today that the "First Containers & Microservices Conference" will take place June 9-11, 2015, at the Javits Center in New York City. The “Second Containers & Microservices Conference” will take place November 3-5, 2015, at Santa Clara Convention Center, Santa Clara, CA. Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities.
Jun. 2, 2015 06:15 PM EDT Reads: 1,006
ThingsExpo New York is offering a limited time FREE "Expo Plus" registration option in New York. On site registration price of $1,95 will be set to 'free' for delegates who register during special offer. To take advantage of this opportunity, attendees can use the coupon code, and secure their registration to attend all keynotes, ThingsExpo sessions, expo floor, and SYS-CON.tv power panels. Special FREE registration givess access to all DevOps, Containers and Microservices sessions as well. Regi...
Jun. 2, 2015 06:00 PM EDT Reads: 1,106
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading in...
Jun. 2, 2015 06:00 PM EDT Reads: 2,711
"Verizon offers public cloud, virtual private cloud as well as private cloud on-premises - many different alternatives. Verizon's deep knowledge in applications and the fact that we are responsible for applications that make call outs to other systems. Those systems and those resources may not be in Verizon Cloud, we understand at the end of the day it's going to be federated," explained Anne Plese, Senior Consultant, Cloud Product Marketing at Verizon Enterprise, in this SYS-CON.tv interview at...
Jun. 2, 2015 06:00 PM EDT Reads: 5,432
Health care systems across the globe are under enormous strain, as facilities reach capacity and costs continue to rise. M2M and the Internet of Things have the potential to transform the industry through connected health solutions that can make care more efficient while reducing costs. In fact, Vodafone's annual M2M Barometer Report forecasts M2M applications rising to 57 percent in health care and life sciences by 2016. Lively is one of Vodafone's health care partners, whose solutions enable o...
Jun. 2, 2015 05:30 PM EDT Reads: 2,882
Jun. 2, 2015 05:30 PM EDT Reads: 2,148
Akana, a leading provider of API Management, API Security and Cloud Integration solutions, announced that it is introducing DevOps automation to the API lifecycle. New capabilities in Akana's API Management platform significantly reduce the time required to update API definitions and versions. DevOps teams will be able to work faster in designing and developing APIs, as well as managing them at runtime and publishing them to a portal.
Jun. 2, 2015 05:15 PM EDT Reads: 798
SYS-CON Events announced today that SUSE, a pioneer in open source software, will exhibit at SYS-CON's DevOps Summit 2015 New York, which will take place June 9-11, 2015, at the Javits Center in New York City, NY. SUSE provides reliable, interoperable Linux, cloud infrastructure and storage solutions that give enterprises greater control and flexibility. More than 20 years of engineering excellence, exceptional service and an unrivaled partner ecosystem power the products and support that help ...
Jun. 2, 2015 05:15 PM EDT Reads: 1,213
“DevOps is really about the business. The business is under pressure today, competitively in the marketplace to respond to the expectations of the customer. The business is driving IT and the problem is that IT isn't responding fast enough," explained Mark Levy, Senior Product Marketing Manager at Serena Software, in this SYS-CON.tv interview at DevOps Summit, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Jun. 2, 2015 05:15 PM EDT Reads: 4,163
Growth hacking is common for startups to make unheard-of progress in building their business. Career Hacks can help Geek Girls and those who support them (yes, that's you too, Dad!) to excel in this typically male-dominated world. Get ready to learn the facts: Is there a bias against women in the tech / developer communities? Why are women 50% of the workforce, but hold only 24% of the STEM or IT positions? Some beginnings of what to do about it!
Jun. 2, 2015 05:00 PM EDT Reads: 992
IndependenceIT has been selected by nGenx to power Windows-based DaaS and application delivery on Google Compute Engine to support the delivery of GoldMine Cloud software. For independent software vendors (ISVs) like GoldMine, this expands the theater of operations to increase revenue opportunities while reducing software management and maintenance liabilities. IndependenceIT was selected by application and desktop pioneer, nGenx, to deliver its “Bring Your Own Cloud” strategy to GoldMine and o...
Jun. 2, 2015 05:00 PM EDT Reads: 479