Clearly satellite companies are gaining momentum in the market, ... as indicated by our studies over the past four years.

250

Intuitively, you would think service should be improving over time, and there's some indication that it is. But, relative to what customers expect, service hasn't been keeping up with their expectations.

239

Looking at past data and previous mergers, typically you do find an increase in customer satisfaction. That's because what's happened is we're seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations.

215

A key driver of the accelerated rollout of digital services among cable TV providers, ... is to counteract increasing competition from satellite providers and to protect their most valued customers from switching. The flip side of this drive is a pro-active strategy.

212

There are so many more features and services now that (ease of operation) is becoming much more important. There'll be even more features five years from now.

186

People are voting with their dollars.

126