Cutting the Cord: Streamers Win the Loyalty Race, Says J.D. Power!



Cutting the Cord: Streamers Win the Loyalty Race, Says J.D. Power!


Analyzing Customer Loyalty: Streaming Triumphs over Cable and Satellite, as per J.D. Power


Streaming Triumphs over Cable and Satellite, as per J.D. Power


If you ever wondered how streaming services stack up with the traditional cable and satellite giants, the latest insights from J.D. Power shows that streaming platforms are gaining significant traction in the realm of customer loyalty!

The J.D. Power 2023 U.S. Television Service Provider Satisfaction Study revealed that the probability of live TV streaming customers switching services in the upcoming year are only 1-in-8. Conversely, cable and satellite customers showed a greater inclination to switch, with a 21% likelihood.

One of the fundamental reasons behind this higher loyalty among streamers is overal satisfaction, this is mostly because of the cheaper cost of streaming services. On average, the monthly cost of live TV streaming is approximately $69, while comparable cable and satellite subscriptions are approaching an average of $113 per month.

Carl Lepper, the Senior Director of Technology, Media, and Telecom Intelligence at J.D. Power, underscored the economic aspect, stating, "While the inherent expenses in running a cable or satellite providing company are considerably higher due to the complex engineering and operational requirements, the substantial cost disparity between these traditional services and live TV streaming services cannot be overlooked."

Lepper further elaborated, "Streaming services are excelling on multiple fronts, notably in customer care. Among all streaming customers who sought customer service this year—constituting a modest 30%—an impressive 84% found the resolution process to be relatively easy or very easy. This is pivotal not only for retaining the existing customer base but also for fostering future growth."



Key findings from the study are as follows:


  1. YouTube TV Emerges Victorious: Leading the live TV streaming domain is YouTube TV, securing the highest ranking with an impressive score of 795, closely followed by Hulu + Live TV at 785.
  2. DISH Reigns Supreme in Cable and Satellite: In the cable/satellite TV–national segment, DISH continues its reign for the sixth consecutive year, achieving a commendable score of 709, with DIRECTV closely trailing at 705.
  3. Regional Excellence Recognized: Verizon Fios received acclaim in the cable/satellite TV–east region, securing the top position with an impressive score of 746 for the second consecutive year. DIRECTV claimed the second position (702), with DISH following suit (699). In addition to this, DISH secured the highest ranking in the cable/satellite TV–north central region with a score of 699, surpassing Cox Communications (694) and Xfinity (689).

A recent Nielsen report has shed light on an intriguing statistic: streaming services now account for over one-third of total TV viewing time. This substantiates the ongoing paradigm shift toward streaming platforms.

In summary, the evidence unequivocally suggests that streaming is not just a fleeting trend but a formidable movement. With its cost efficiency, exceptional customer service, and an expansive repertoire of content, streaming is attracting an increasing number of viewers, solidifying its position as the future of televised entertainment. Stay tuned for further updates on the ever-evolving landscape of streaming! 🌟








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