TV Customer Satisfaction Survey: Image Quality Tops, Special Promotions Flop

The majority of Swiss consumers are content with their TV plans, as a representative survey by moneyland.ch shows. The survey included 1500 participants.

The survey participants rated their satisfaction with customer service, image quality, selection of channels, TV time-shifting, notice periods, and special promotions. The participants also rated their overall satisfaction with their TV plan providers. Ratings were given on a scale of 1 (not at all satisfied) to 10 (completely satisfied).

Wingo ahead of Quickline and M-Budget

Wingo received the highest customer satisfaction ratings, receiving an average of 8.1 points across all criteria. Quickline takes second place with 7.9 points, followed by M-Budget in third place with 7.8 points. Major telecom service providers Swisscom (7.6 points), Salt (7.3 points), and Sunrise (7.1 points) also have good customer satisfaction ratings, but fall behind many other service providers.

Table 1: Average ratings by service provider

Are customers satisfied with the image quality?

Of all the criteria included in the survey, customers are the most satisfied with TV image quality. The average customer satisfaction rating for image quality across all service providers is 8.1 points, which translates into a “very good” score. Wingo (8.5 points) and Quickline (8.4 points) received the highest ratings for this criterion. Salt has the lowest rating, at 7.7 points.

Are customers satisfied with the choice of TV channels?

Across all TV service providers, the average customer satisfaction rating for the selection of TV channels is 7.9 points. Quickline and Wingo have the highest ratings, with 8.2 points each. Salt has the lowest rating, with 7.4 points.

Are customers satisfied with TV time-shifting services?

The average customer satisfaction rating for TV time-shifting is 7.9 points. Wingo has the highest rating, with 8.5 out of 10 points. Salt (7.3 points) has the lowest rating.

Are customers satisfied with customer service?

Customers gave TV plan providers a 7.3-point rating, on average. Quickline stands out with a rating of 8 points. Dissatisfaction with customer service is highest among customers of Sunrise, which received just 6.7 points.

Are customers satisfied with notice periods?

The average customer satisfaction rating for notice periods is 7.1 points, but here too, there are big differences between the different TV plan providers. Wingo has the highest rating, with 8 out of 10 points. Sunrise has the lowest rating, with 6.5 points.

Are customers satisfied with special promotions?

Special promotions is the criterion that received the lowest customer satisfaction ratings. The average rating is just 6.6 points. Wingo got the highest rating, with 8.1 points. Sunrise received the lowest rating, with 6.3 points.

How satisfied are customers with their TV providers on the whole?

Across all survey participants, the average rating for overall satisfaction with TV plan providers Is 7.7 points. Wingo received the highest rating, at 8.3 points. Sunrise received the lowest rating, at 7.3 points.

Table 2: Average ratings across all service providers, by criterion

Table 3: Ratings by service provider and criterion

Table 4: Scores by service provider and criterion

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