Customer Satisfaction With TV, Internet and Phone Service at 7-Year Low, Study Finds - NYTimes.com

A customer-antagonizing oligopoly under attack

"But in an age of over-the-top viewing options like Hulu and Netflix, customer dissatisfaction may increasingly translate to companies’ bottom lines.

“There was a time when pay TV could get away with discontented users without being penalized by revenue losses from defecting customers,” said Claes Fornell, chairman and founder of the Index. “But those days are over.”"

Customer Satisfaction With TV, Internet and Phone Service at 7-Year Low, Study Finds - NYTimes.com