Right on the AT&T website is their claim-to-fame about U-verse TV ranking the highest in Customer Service Satisfaction. Specifically, these are referring to ‘Satisfaction Studies’ from J.D. Power and Associates during 2008 and 2009.
How did this happen?
One foothold that ATT Uverse TV has over the competition is its extensive HD lineup and DVR ability to handle 4 shows at once. Most of AT&T’s technically comparable competition is not from cable companies, but from new technologies and marketing strategies from offerings like Verizon’s FiOS, or DIRECTV’s satellite packaging.
What stands out, however, is that fact that AT&T can offer a wider set of services, not just lower total cost, but also aggregate the billing so you can better understand the costs (and thereby compare them) between your providers.
This is where, at least in my opinion, AT&T and Verizon shine. I don’t want to go off on a tangent here, but the ability to have all or your communication, internet, and television handled by a singular provider has been much simpler for this subscriber, to say the least. Customer support calls, for instance, aren’t necessarily the cat and mouse of passing the buck to another company, but are handled by one phone call (albeit those dreaded inter-departmental transfers still occur) so you don’t lose your place in the queue.
I’m not here to recommend AT&T over Verizon (as you’ve probably been endlessly assaulted already by the not so amusing ‘map war’ commercials) but to just expound my positive feeling towards using services from providers such as these.
J.D. Power and Associates, I feel, is reporting accurately. Let’s see how this show rolls out going into 2010.
