Streaming Dominance: The Rise of Live TV Streamers in the US

The television landscape in the United States has undergone a significant transformation, with live TV streaming services emerging as the preferred choice for consumers over traditional cable and satellite providers. According to the JD Power 2024 US Television Service Provider Satisfaction Study, live TV streamers are more satisfied with their service than their cable and satellite counterparts.

Streamers Outshine Cable and Satellite in Customer Satisfaction

The study reveals that overall satisfaction for live TV streamers is 625 on a 1,000-point scale, compared to 524 for cable and satellite customers. This substantial gap in satisfaction can be attributed to several factors, with the most significant being the perceived value for the price paid.

The Cost Advantage of Live TV Streaming

The reported monthly average cost for live TV streaming is $75 (€67.09), while cable and satellite customers pay an average of $120. This significant difference in pricing has been a major driver of customer satisfaction, as live TV streamers feel they are getting more value for their money."It is clear that price has been a main driver in satisfaction, however, satisfaction for streaming is higher than cable and satellite customers across all seven dimensions of the study," commented Carl Lepper, senior director of technology, media and telecom intelligence at JD Power. "Live streaming has reorganised the industry and as it continues, cable and satellite providers have been working hard to remain competitive, including exploring new revenue models to compete with the cost pressure."

Streaming Providers Outperform Across the Board

The study also found that live TV streaming services outperformed cable and satellite providers in all seven dimensions of the study, including value for price paid, consistently delivering high-quality service, level of trust with the provider, ease of doing business, people, digital tools, and resolving problems or complaints.This suggests that the live TV streaming industry has not only disrupted the traditional television landscape but has also raised the bar in terms of customer satisfaction and service quality. As cable and satellite providers continue to adapt to this changing market, they will need to focus on improving their offerings and addressing the pain points that have led to the growing preference for live TV streaming.

Regional Variations in Satisfaction

The study also examined customer satisfaction at the regional level, revealing some interesting insights. In the cable/satellite TV–national segment, Spectrum ranked highest with a score of 530, followed by Xfinity with 529.In the cable/satellite TV–east region, Verizon Fios ranked highest for the third consecutive year with a score of 570, while DirecTV ranked second with 520.In the cable/satellite TV–north central region, Xfinity ranked highest with a score of 528, followed by Spectrum with 516.In the cable/satellite TV–south region, Xfinity again ranked highest with a score of 570, followed by Cox Communications (547) and Spectrum (545).Finally, in the cable/satellite TV–west region, Spectrum ranked highest with a score of 534, followed by Xfinity (517) and DISH (516).

Live TV Streaming Providers Lead the Way

In the live TV streaming segment, YouTube TV ranked highest for the second consecutive year with a score of 651, while Hulu + Live TV ranked second with 635.These findings suggest that while regional variations exist, live TV streaming providers have consistently outperformed their cable and satellite counterparts in customer satisfaction across the board.As the television industry continues to evolve, the rise of live TV streaming services has undoubtedly disrupted the traditional model and raised the bar for customer satisfaction. With their cost-effective offerings and superior service quality, these streaming providers have positioned themselves as the preferred choice for many American households.