Digital TV Disappoints Customers

A new report reveals that consumers spend more than £4 billion a year on digital TV but six million households are not satisfied with the overall service.

Nearly nine out of 10 homes in the UK now have digital services, a rise of 14% since 2007.

However, the first ever digital TV customer satisfaction survey by uSwitch.com, featuring the top three digital service providers, shows that more than 1 in 4 customers are not satisfied.

The study of nearly 10,000 digital TV customers also reveals that 45% of homes now watch digital on more than one set, which means there are over 37 million digitally-enabled TV sets in the UK today.

Although take up has increased in the run-up to the switchover in 2012, just three companies account for 95% of the digital TV market – Freeview (43%), Sky (37%) and Virgin Media (15%).

Sky has been voted number one for best overall satisfaction but last for value for money in the survey.

Freeview easily topped the best value for money award, with 75% of its customers satisfied with the value they receive from the service.

Despite customers saying that value for money was the most important feature when choosing a digital TV provider, Freeview is only available to 73% of homes so will need to extend its availability before digital switchover is completed in 2012.

Virgin was voted last for overall satisfaction but with significant reorganisation taking place within the company over the past year, it is hoped the new CEO – Neil Berkett (see Virgin Media Appoints Chief Executive) – is set to get it back on track.

Steve Weller, communications expert at www.uSwitch.com said: “Sky and Virgin will have quite a challenge on their hands convincing customers to part with their hard earned cash whilst expecting them to accept the current levels of customer service on offer.”

uSwitch: www.uswitch.com