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US consumers happier with OTT but cord cutters decline

US pay-TV subscribers are growing increasingly satisfied with over-the-top streaming TV services such as Netflix and Hulu, but they are also spending nearly an hour more a week watching regularly scheduled television programming than they did two years ago, according to studies from JD Power. Overall customer satisfaction with the streaming video service experience (7.91 on a 10-point scale) and performance and reliability (7.97) has slightly improved year over year, while overall satisfaction with traditional pay-TV services has fallen to 710 this year (on a 1,000-point scale) from 724 last year.

However, the researcher also found that the percentage of customers who say they plan to cut the cord on pay-TV during the next 12 months has declined to 8 percent this year from 9 percent in 2016. In addition, despite growing satisfaction with streaming video services and widespread use of DVR and video on-demand, the number of hours spent watching regularly scheduled television programs has increased by nearly an hour between 2015 and 2017.


In a typical week, households have spent an average of 17.4 hours watching regularly schedule programming this year, up from 16.6 in 2015.

Other findings from JD Power’s surveys include the fact that nearly two-thirds (65%) of pay-TV customers never watch content from their provider via mobile app, and only 6 percent say they watch via mobile on a daily basis. However, overall satisfaction with pay-TV providers increases as the frequency that customers use a mobile app to watch their provider’s content increases.

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