YouTube TV is the top dog when it comes to happy live TV streaming customers, according to J.D. Power’s 2023 U.S. Television Service Provider Satisfaction Study. The service sported a rating of 795 on the data analytics company’s 1,000-point scale. Hulu + Live TV came in second place with 785 points.
That result is a big win for YouTube TV as consumers are increasingly looking to save money amid rising costs and a wealth of options for streaming. When it comes to keeping or booting a service, cost is a key component to customer satisfaction.
Over the last decade, more viewers have abandoned cable in favor of streaming platforms, which have historically been cheaper entertainment alternatives. However, rising inflation rates and programming costs have caused many streaming companies to hike their prices. In turn, viewers trying to save money must again reevaluate what services they’re paying for.
Even so, the study reported that the likelihood of cable and satellite customers switching to a live TV streaming service is still higher than live streaming users going back to cable. The cost for live TV Streaming averages $69 a month while cable and satellite average $113 a month.
Thanks to a limited promotion, YouTube TV’s base plan now costs $54.99 a month, a special that represents a $18 discount for the first three months. The base plan costs normally $72.99, having seen its own price increase in March.
“Although the cost of running a cable or satellite providing company is innately more expensive given the engineering and execution of such a service, it is hard to ignore the vast difference in cost between them and the live TV streaming companies,” Carl Lepper, senior director of technology, media and telecom intelligence at J.D. Power, said in a statement. “Despite the varying cost, streaming is succeeding in all areas, especially customer care.”
Lepper said that of the 30% of streaming customers who contacted customer service this year, 84% said it was easy to resolve the problem.
The study reported Dish was the highest-ranking cable/satellite TV national segment with 709 points, followed by DIRECTV with 705 points. Verizon Fios ranked highest in the east region with 746 points, and DIRECTV’s 704 points earned it the top spot in the west region.