By Multichannel News

Most major cable operators continue to fall short on customer satisfaction compared with satellite and phone company TV services, according to J.D. Power and Associates’ 2009 television service satisfaction survey.

AT&T U-verse TV had the top score in the West and South regions for the second year in a row, and Verizon’s FiOS TV took the crown in the East, also for a second consecutive year. Overbuilder WideOpenWest ranked highest in the North Central region.

By contrast, Comcast, Time Warner Cable and Charter Communications turned in below-average scores in all four regions.

Overall, customer satisfaction with television service providers in 2009 increased considerably over last year, J.D. Power found. Average satisfaction nationwide was 632 on a 1,000-point scale — up 23 points from 609 last year, which was the lowest industry average during the past five years. The research firm said the increase was the result of fewer outages and improvements in problem resolution.

“In the wake of receding satisfaction scores in 2008, improvements in product performance and the service surrounding it this year suggest that providers are eager to better position themselves to retain and grow their customer bases,” said Frank Perazzini, J.D. Power’s director of telecommunications.

According to the survey, average time on hold required to resolve a customer’s most recent problem declined 13% year over year, to 9 minutes and 5 seconds this year. J.D. Power also found that fewer customers are experiencing outages: 11% reported an outage this year versus 15% in 2008.

Across each geographical region, telco and satellite TV by and large outperformed cable.

In the East, Verizon FiOS was No. 1 with a score of 714, followed by DirecTV (684), Dish Network (669), Cablevision Systems (649) and Cox Communications (644). Below the East’s average of 635 were TWC, RCN, Comcast and Charter.

WOW led the North Central region with 724, followed by AT&T U-verse (715), Verizon FiOS (712), DirecTV (674), Insight Communications (672), Cox (652) and Dish (650). Falling below the region’s 625 average score were Bright House Networks, TWC, Comcast, Charter and Mediacom Communications.

In the South, U-verse (718) was followed by Verizon FiOS (702), DirecTV (685), Bright House (674), Insight (658), Dish (654) and Cox (641). The average score in the South was 635, with TWC, Comcast, Charter and Mediacom below the mark.

Finally, in the West, AT&T U-verse (721) and FiOS (682) led the pack, followed by DirecTV and Dish (both with 664), Cox (646) and Cable One (635). Providers under the West average of 632 were TWC, Comcast, Mediacom and Charter.

Cable operators have fared better on J.D. Power’s residential phone service survey. This year, Cox topped East and West, Bright House won the South and WOW scored highest in North Central (see Cox Tops East, West Regions On J.D. Power Phone Survey). However, not all MSOs excelled — Comcast, for example, had below-average phone service scores in all four regions.

According to J.D. Power, cable customers are far less likely to recommend their provider than satellite TV customers.

Of satellite subscribers, 78% said they “definitely will” or “probably will” recommend their provider to others, an increase of six percentage points from 2008. About 60% of cable customers said the same, up from 55% in 2008.

Meanwhile, the percentage of cable customers who affirmed their loyalty to their provider declined to 25% in 2009, down from 27% last year. DirecTV and Dish Network also saw a drop on loyalty, down four percentage points to 40% in 2009.

“Given the current state of the economy, customers generally want to keep their options open, even if they are satisfied with their current provider,” Perazzini noted.

J.D. Power found there was belt-tightening in some areas of video services. The percentage of cable customers who subscribe to additional premium channels fell to 29% in 2009, down three points from 32% in 2008. Video-on-demand and pay-per-view use also moderately declined, with 33% reporting VOD usage this year (compared with 35% in 2008) and 16% reporting a PPV order (compared with 18% in 2008).

The study is based on responses from 28,118 U.S. consumers who evaluated their cable, satellite or telco provider. It was fielded in January, March and July 2009. J.D. Power’s TV service survey measures customer satisfaction on five factors: performance and reliability; customer service; cost of service; billing; and offerings and promotions.

DISH vs DIRECT TV: Free equipment and Free installation
Both DISH Network and DIRECTV offers first-time new customers with a free satellite TV system that includes a satellite dish, receivers hooking up to 4 rooms, and remote controls. Both companies will dispatch a professional technician to customer’ house for free installation. Typical installation leading time is 1 to 7 days.

With DISH Network, you can upgrade to a DVR (digital video recorder) or an high-definition (HD) receiver for free. No mail-in redemption is required. DIRECTV, however, will also give you a free DVR receiver or an HD receiver upgrade only after a $99 mail-in rebate.

DISH vs DIRECT TV: Pricing
DISH Network is best known for its “lowest all-digital prices nationwide” slogan. DISH Network offers 6 different tier of programming packages starting from $19.99 per month, while DIRECTV offers 4 major programming packages starting from $29.99 per month. So it seems the monthly package prices of DIRECTV packages are generally higher than DISH Network. However, keep in mind that DISH Network charges $5/month extra for watching local channels, which is actually included in all DIRECTV base packages at no additional cost. In addition, DIRECTV usually provides more channels in its packages than its DISH counterparts. So when you compare pricing of DISH vs DIRECTV, you have to keep these factors in consideration.

DISH vs DIRECTV: Programming
DISH Network and DIRECTV offers almost identical programming and channels towards customers. DIRECTV offers a couple more sports and HD channels, such as NFL Sunday Ticket. However, DISH Network offers some sports and HD channels that may be exclusive to DISH. So you might not be able to find these channels on DIRECTV. DISH Network is better than DIRECTV in terms of ethnic channel offerings such as Latino, Chinese, Arabic, South Asian and other foreign language programming.

DISH vs DIRECTV: Current Promotion
Both DISH Network and DIRECTV now offer great promotional incentives to first time new customers. DISH Network providers $180 OFF ($15 off per month for 1 year) in addition to 3 months of HBO and Showtime movie packages FREE . DIRECTV, on the other hand, offers $21 off per month for one year.

DISH vs DIRECTV: Customer Satisfaction
Both DISH Network and DIRECTV have ranked higher than cable TV in customer satisfaction for eight years in a row according to the annual American Customer Satisfaction Index and JD Power & Associates surveys. DIRECTV scores a bit better than DISH Network, but not to a significant extent.

I hope the side-by-side comparison between DISH vs DIRECTV helps you decide which Satellite TV provider better fits your needs.

We will look into differences between Satellite vs Cable television in various categories, including picture quality, cost, channel offering, customer satisfaction and more.

There are different types of DISH TV HD Boxes offered by DISH Network: Standard Solo or Duo HD receiver, HD Solo DVR and HD Duo DVR. A stanard DISH TV HD Box is the entry-level DISH Network HD receiver. There are two different popular models of standard DISH TV HD Box. HD Solo receiver (model: ViP 211K) allows you to enjoy the crystal-clear HD picture and sound on one TV. DISH Network’s easy-to-use Electronic Programming guide allows you to access to programming listings and information, so you can easily see what’s on each channel now and later. HD Duo receiver (model: ViP 222K) can hook up to 2 TV units, which means you can enjoy different HD channels on two independent TVs at your home.

HD Solo DVR (Digital-Video-Recorder) is a step up from the standard DISH TV HD Box. With DISH TV HD DVR receiver (popular model: ViP 612), you can watch a live program on one TV while recording another show at the same time. Besides enjoying the best picture and sound quality from DISH Network HD channels, you can get all the cool features from DVR: pause, rewind and record live TV. Record all the episodes of your favorite show with the push of a button. And you can search the on-screen Electronic Programming Guide up to 9 days in advance.

HD Duo DVR (Model ViP 722K) is the higher-end receiver among all DISH Network HD receivers. The major difference between HD Solo DVR and HD Duo DVR is the latter model can hook up to 2 HDTVs, so that you can watch different TV shows on two TVs at the same time. No need to fight over remote control any more. In addition, HD Duo DVR has a larger hard drive, so you can record and store more of your favorite shows into the receiver.

I hope the quick overview of DISH Network HD Receivers above help you get a better idea of DISH Network HD equipment offering.

It is easy to take cable off the table, because Satellite TV providers more national HD channels than any cable company in the US. This is because of the different delivery method employed by satellite and cable providers. Cable company must have the proper network structure in place before they can add a significant number of HD channels. While with DIRECT TV and DISH Network, they can deliver as many HD channels as possible as long as they have enough satellite capacity available.

It’s a bit complicated when you compare DIRECTV to DISH Network in terms of HD offering. Both DIRECT TV and DISH Network claim they have the most HD channels in the US. So who is telling the truth? And who provides the best HD option? I will compare HD programming provided by DIRECT TV and DISH Network side-by-side in order to draw an unbiased conclusion here.

As the No.1 Satellite TV provider in the US, DIRECT TV currently offers over 130 National HD channels , as well as local channels in HD (where available). In comparison, DISH Network offers around 140 national HD channels plus local HD channels (where available). It doesn’t necessarily mean DISH Network beats DIRECTV because both companies pad their numbers by using pay per view, regional sports networks, and on-demand channels as cable TV does. Almost all the important national HD channels are available on both Satellite TV platforms.

Both DIRECT TV and DISH Network offers HD package on top of the basic standard-definition programming package for additional $10 per month. With this $10/month HD package, you can get HD versions of all channels included in your standard-definition package. For example, if you get ESPN and TNT in your base package, then you’ll get ESPN HD and TNT HD as well.

So I hope you have a better understanding after I compare DIRECT TV to DISH Network.

High-speed DSL internet provides download speed up to 20 Mbps and costs much less than average cable bills. With high-speed internet, you can download files in a matter of seconds. You are able to get wireless modem/router options just as what you get via cable moderm, except that you pay an average of $20 less per month with DSL. For limited time, DIRECTV is now offering $120 rewards for its DSL high-speed internet service. Eligible customers can save $10/month for up to 1 year with mail-in rebate submission.

In some locations, DIRECTV may not be able to partner with a local company to offer DSL service. In this case, DIRECTV does offer another solution that is called high-speed satellite Internet service thanks to its partnership with WildBlue. This WildBlue internet service is available virtually anywhere in the US. With a download speed up to 1.5 Mbps, it boasts speeds that are 30 times faster than dial up, making it much easier to download music, video and pictures. The cost has been one of the biggest drawbacks of DIRECTV high-speed internet service in the past, but it is getting much cheaper now. You can choose a service plan starting from as low as $49.95 per month. And you don’t even need a phone line – that’s great for someone who just need cell phone instead of paying extra for home phone. Something different from DSL internet access: you do need another satellite dish installed in order to receive WildBlue Satellite high-speed internet.

So what is DISH Network receiver? A receiver is an electronic box that looks like a VCR. It decodes the satellite signal into programming and sends off to your television. In addition, you will be able to change your channels with the receiver and remote control. DISH Network’s receiver also has an on-screen electronic program guide that allows you to access to program listings and information up to 2 days, so you can easily see what’s on each channel now and later. And it includes parental control locks so you can restrict the TV programs your children watch.

If you are first time DISH Network customer, you don’t have to purchase DISH Network receivers. As a matter of fact, DISH Network offers “No equipment to buy” equipment-leasing program, which offers new customers to lease the satellite dish and receivers connecting up to 4 rooms. As long as you stay with DISH Network as a subscriber, you don’t have to purchase the equipment. Once you decide to disconnect DISH Network service, you just need to return the receivers back to DISH Network. DISH Network will provide a box with prepaid postage for you to ship back the equipment. It is really simple and straight forward.

As a new customer, you are eligible for free DVR (digital video recorder) or HD receiver upgrade. In other words, you can lease a DVR receiver or HD receiver instead of standard receivers. DVR receiver has all the cool features of a standard receiver, plus you can pause and rewind live TV just like Tivo. You can also record and save up to 100 hours of your favorite shows with DVR. If you have HD programming and HDTV at home, then you need a HD receiver to watch channels in the best HD quality. $5.98/month DVR and HD fee will be charged respectively.

So to sum up, you don’t have to purchase DISH Network receivers , if you just need to hook DISH Network service up to 4 rooms at your home. However, if you want to have receivers connecting more than 4 rooms, then you have to purchase DISH Network receivers. A standard DISH Network receiver costs $100. DVR and HD receiver costs even more.

The first high-speed internet service that DISH Network offers is high-speed DSL. DISH Network partners with your local Telco companies such as Frontier to offer Satellite TV and high-speed DSL internet bundle service in selected areas. If you live in such areas, good for you. High-speed DSL internet provides the download speed up to 20 Mbps, yet costs much less than average cable modem bills. With high-speed DSL internet, you can download files in a matter of seconds. And you won’t miss phone calls while you are online via DSL internet service, because DSL system keeps the Internet connection separate from your home phone line. You are able to get wireless modem/router options just as what you get from cable companies, except that you pay an average of $20 less per month with DISH Network DSL service.

If you live in an area without DSL coverage, you can still get high-speed internet from DISH Network. DISH Network and WildBlue join together and offer a high-speed internet that covers the whole continental US. So you can get DISH Network high-speed internet, even if you live in a rural area without cable or DSL service coverage. With a download speed up to 1.5 Mbps, you will be able to download music, videos and pictures within seconds via the high-speed internet powered by WildBlue. DISH Network and WildBlue’s high speed internet is more expensive than DSL service, with 3 different plans starting from $49.95 per month. You can choose from Silver, Gold, or Platinum plans and pick one that works best for you and your family. In addition, DISH Network offers one-billing solution for customers that take both Satellite TV and high-speed internet. So all charges will appear on one single DISH Network bill, which means you can receive and pay a single invoice for both services.

Considering switching to Satellite TV? Are you looking for DIRECTV installers in California or elsewhere? Do you know that you have two different ways to have DIRECTV antenna and receiver installed at your home at no cost?

First, you can sign up with DIRECTV call centers directly. Just call DIRECTV toll free number, pick the right programming package and promotion and sign up over the phone. DIRECTV offers installation and customer service nationwide, no matter where you live in the US. You will be asked for your preferred installation date and a customer service representative will check the date availability for you over the phone. The installation process takes a couple of hours and you’ll need someone to stay at home at that time period in order to oversee the installation and signal testing. The typical installation waiting time is 1 to 10 days.

Or you can choose to sign up with a local DIRECTV retailer, who will take your order, and send a professional DIRECTV installer to your home for installation. These licensed installers are highly trained in the installation of satellite TV system. Your satellite installation technician will ground the dish in the right position in order to allow best satellite signal pick up. The typical installation leading time from reseller is 1 to 5 days.

Take DISH Network for example: DISH Network has two different sales channels: Direct Sales and Retail Sales. DISH Network operates dozens of call centers that take both direct sales and customer service calls. Customers who sign up with DISH Network call centers will get installation and customer service directly from DISH Network’s own call centers and technician team. On the retail sales part, there are about 4000 authorized Satellite TV resellers working for DISH Network. Most retailers own a local store front and serve customers living in their territories (nearby areas). These resellers take customers orders, perform installation and account activation, take care of customer service and tech support on half of DISH Network. Customers typically get quicker and better installation service from these resellers.

Among these 4000 DISH Network resellers, there are a few top-tier resellers that are known as Order-Entry Partners. This type of resellers have lager operations and can perform installation nationwide. They take customer orders and schedule installation appointments. Then DISH Network will step in and do the rest, including installation, customer service and technical support. Customers enjoy the same installation and customer service from DISH Network, just like they sign up with DISH Network call centers directly.

DISH Network releases its corporate promotions for all new customers twice a year, no matter they order from DISH Network call centers or resellers. All first-time customers, as long as they order DISH Network, will be eligible for this type of corporate promotional offers. However, satellite TV resellers usually offer something extra on their own, such as gift card and small consumer electronics, in order to attract customers to sign up from them.

Although most resellers are honest, and try their best to serve customers, you should pay attention when reading offer details especially fine print (disclaimer) part. Due to the recent rise in popularity of satellite TV, there are a few resellers promises you with the best deals, best service, and everything else. But after you sign up with them, you might end up with sloppy installation, hidden service fees and poor customer service later on.