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The State of OTT Video: Mainstream, As Streaming Devices Take Center Stage

The State of OTT Video: Mainstream, As Streaming Devices Take Center Stage A comprehensive look at the growth of OTT streaming video, including popular devices for streaming and the big 4 services.

OTT video viewing is a commonplace media activity in the US, growing not only in reach but in time spent, according to a comScore presentation [download page]. Some 59.5 million US homes – representing almost two-thirds (63.5%) of all homes with Wi-Fi... READ MORE
Do People Share Good and Bad Customer Experiences?

Do People Share Good and Bad Customer Experiences? Almost 1 in 5 consumers will post on Facebook about a very bad experience they've had with a company.

People around the world say that customer experience is a competitive differentiator for brands. But do good or bad experiences reverberate beyond the customers themselves? As it stands, most people will tell someone about a very good or very bad experience,... READ MORE
Department Stores Lead All B2C Sectors in Average NPS

Department Stores Lead All B2C Sectors in Average NPS It's a familiar spot at the bottom for ISPs and Pay-TV Providers.

Which B2C industries and brands enjoy the highest net promoter scores (NPS)? NICE Satmetrix, one of the co-developers of this metric, asked 62,000 US respondents to rate 188 brands across 23 industry sectors, detailing the highlights in its 2018 B2C NPS®... READ MORE
Pay-TV Cord-Cutting Slightly Eases in Q1

Pay-TV Cord-Cutting Slightly Eases in Q1 Traditional pay-TV providers' losses were slightly lower than in the year-earlier period, while internet-delivered services such as DIRECTV NOW continue to pick up subscribers.

Pay-TV providers are still facing cord-cutting behavior from consumers, but Q1 2018 turned out to be slightly less painful than the year-earlier period, according to data from the Leichtman Research Group (LRG). Traditional pay-TV services (excluding... READ MORE
Video Streaming Services Top Pay-TV Providers in Customer Satisfaction

Video Streaming Services Top Pay-TV Providers in Customer Satisfaction Pay-TV providers and ISPs are the worst-rated of all industries, again.

Score another one for streaming services. On the heels of a study indicating that customers perceive much more value from video streaming than pay-TV services, a new report [download page] from the American Customer Satisfaction Index (ACSI) reveals that... READ MORE
Which Companies Are the Most – and Least – Trusted in the US?

Which Companies Are the Most – and Least – Trusted in the US? Supermarkets and Banks are among the most trusted this year, while TV/Internet Service Providers trail distantly.

Only half of Americans trust business as an institution, per recent research, a problem given that trusting relationships are considered critical for customers, who are more likely to buy and recommend products from trusted companies. So which companies are... READ MORE
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