It’s not hard to figure out why cord cutting has become a popular phenomenon: consumers hate their cable providers. Not all of them, of course, but according to a recent survey of more than 3,000 people by management consulting firm cg42, 53% of customers are frustrated by their primary provider and would leave if they had a choice in the matter. Unfortunately, many don’t have a choice, and as Comcast and Time Warner Cable prepare to merge, the choices are about to become even more limited.
Based on the survey, the most common frustrations of cable subscribers include unfair pricing models, better deals for new customers and the aforementioned lack of choice. Many people have put up with the indefensible business practices of cable companies in the past, but as satellite TV and streaming services continue to establish a foothold in the market, cable companies might be close to breaking the camel’s back.
“The astronomical levels of customer dissatisfaction we’ve found in the cable industry are unmatched by any other industry we’ve ever examined,” said Stephen Beck, founder of cg42. “With more customers exploring other options, it’s critical for traditional cable providers to understand how their frustrating services and policies are impacting customer behavior—and ultimately their balance sheets.”
While over half of surveyed customers want to leave their cable providers, an even larger chunk of 72% say that things are only going to get worse as the companies grow larger. If cable companies don’t change their ways soon, consumers will start switching.
