Why FiOS Quantum TV could help improve Verizon’s customer service



FiOS Quantum TV service could help Verizon continue to gain subscribers

In the previous part of this series, we discussed Verizon’s (VZ) FiOS TV or video service and how it has managed to overcome the declining sentiments attached with the pay-TV market in the U.S. Verizon recently introduced the FiOS Quantum TV service, which is a service that it started in New York, Connecticut, and New Jersey.

FiOS Quantum TV can record up to 12 shows at once, pause and rewind live TV on any TV at home, and store of up to 200 hours of HD programs. With this service, Verizon could continue to gain pay-TV subscribers despite the threat from video streaming providers like Netflix (NFLX).

Verizon’ FiOS TV service has the lowest customer service satisfaction levels

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Before the introduction of Quantum TV service, Verizon’s FiOS TV subscription service levels seemed to have deteriorated despite gaining subscribers in a declining pay-TV market. According to a study by the American Customer Satisfaction Index and as the chart above shows, overall satisfaction levels with pay-TV service in the U.S. declined by 4.4% in the last year. Interestingly, not a single player showed any improvement in service satisfaction levels over the last year. Customers were least satisfied with Verizon’s FiOS TV service.

AT&T’s (T) U-Verse service levels declined the least, with Cox, DirecTV (DTV), Dish (DISH), Comcast (CMCSA), and Time Warner Cable (TWC) following it. Verizon would hope that its customer service levels would improve with the introduction of Quantum TV service.


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