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Improved Network Performance and Reliability Drive Satisfaction With Residential TV and ISP Providers, as More Households Connect Digitally WESTLAKE VILLAGE, Calif: 24 September 2015 — Scores for network performance and reliability have improved, the number of U.S. households connected to digital service has grown and satisfaction has increased across wireline offerings, according to three U.S. wireline studies released today: the J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction StudySM; the J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction StudySM; and the J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction Study.SM For information about the three studies, visit: http://www.jdpower.com/resource/us-residential-television-customer-satisfaction-study http://www.jdpower.com/resource/us-residential-internet-service-provider-customer-satisfaction-study http://www.jdpower.com/resource/jd-power-2014-residential-telephone-customer-satisfaction-study The annual wireline studies evaluate residential customers’ experiences with TV, Internet and phone services in four regions: East, South, North Central and West. The ISP and telephone studies measure customer satisfaction across five factors: network performance and reliability; cost of service; billing; communication; and customer service. The TV study measures satisfaction in those same five factors plus another one, programming. Satisfaction is calculated on a 1,000-point scale. In 2015, 25 percent of U.S. households with Internet service report having a fiber optic connection, which may also provide TV and Internet service, a 5 percentage point increase from 2013 (20%). At the same time, overall satisfaction with these wireline services has increased as well. For example, customer satisfaction with television service has increased by a significant 24 points to 723 in 2015 from 699 in 2013. The main reason for the overall increase has been a 39-point rise in satisfaction in the network performance and reliability factor during the period. “The ability to provide a high-quality experience with all wireline services is paramount, as performance and reliability is the most critical driver of overall satisfaction,” said Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power. “The fact that households continue to choose to upgrade their wireline connection to digital service is a testament to its improved performance and benefits, such as higher quality video and faster Internet speeds.” According to Parsons, as expectations regarding usage, performance quality and reliability continue to evolve, companies that understand these dynamics will be better positioned to provide a more satisfying customer experience, which can lead to higher levels of overall satisfaction and higher rates of retention, advocacy and return on investment.

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http://www.jdpower.com/resource/us-residential-television-customer-satisfaction-study

http://www.jdpower.com/resource/us-residential-internet-service-provider-customer-satisfaction-study

http://www.jdpower.com/resource/jd-power-2014-residential-telephone-customer-satisfaction-study

KEY FINDINGS

Residential Television Service Provider Satisfaction Study

DIRECTV (771) ranks highest in TV customer satisfaction in the East region; AT&T U-verse and DIRECTV (750) rank highest (in a tie) in the North Central region; Verizon FiOS (777) ranks highest in the South region; and DISH Network (761) ranks highest in the West region.

Overall satisfaction with television service providers has increased by 12 points to 723 in 2015 from 711 in 2014.

Satisfaction with network performance and reliability has improved to 765 in 2015, an increase of 22 points from 2014. This follows a 17-point increase between 2014 and 2013.

Fifty-three percent of highly satisfied residential television customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 10 percent of dissatisfied customers (scores below 550) who say the same.

Residential Internet Service Provider Satisfaction Study

Verizon ranks highest in ISP customer satisfaction in the East (738), South (749) and West (731) regions; AT&T (726) ranks highest in the North Central region.

Satisfaction with network performance and reliability has improved to 716 in 2015, an increase of 16 points in 2014.

The percentage of customers who purchase premium speed Internet has increased considerably in 2015 to 37 percent from 27 percent in 2014. Additionally, network performance and reliability satisfaction among customers with premium speed Internet is 751 vs. 695 among those without premium speed Internet.

Half (50%) of highly satisfied residential Internet customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 9 percent of dissatisfied customers (scores below 550) who say the same.

Residential Telephone Service Provider Satisfaction Study

AT&T ranks highest in telephone customer satisfaction in the North Central and West regions (758 each); Verizon ranks highest in the East (769) and South (773) regions.

At the national level, satisfaction with network performance and reliability is 789, up from 754 in 2014.

Half (50%) of highly satisfied residential telephone customers (overall satisfaction scores of 900 or higher) say they “definitely will not” switch providers in the next 12 months, compared with only 10 percent of dissatisfied customers (scores below 550) who say the same.

The 2015 U.S. wireline studies are based on responses from 30,947 customers nationwide who evaluated their cable/satellite TV, high-speed Internet and telephone service providers. The studies were fielded in four waves: November 2014, February 2015, April 2015 and July 2015. Media Relations Contacts John Tews; Troy, Mich.; 248-680-6218; [email protected] About J.D. Power and Advertising/Promotional Rules www.jdpower.com/about-us/press-release-info About McGraw Hill Financial www.mhfi.com

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Note: Thirteen charts follow.

Source: J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction StudySM

East Region(Based on a 1,000-point scale)

771

757

756

721

707

705

689

686

500 550 600 650 700 750

DIRECTV

DISH Network

Verizon FiOS

EAST AVERAGE

Optimum (Cablevision)

Cox Communications

XFINITY (Comcast)

Time Warner Cable

Charts and graphs extracted from this press release for use by the media must be accompanied by a statement identifying J.D. Power as the publisher and the study from which it originated as the source. Rankings are based on numerical scores, and not necessarily on statistical significance. No advertising or other promotional use can be made of the information in th is release or J.D. Power survey results without the express prior written consent of J.D. Power.

JDPower.comPower Circle RatingsTM

for consumers:

Among the bestBetter than mostAbout averageThe rest

Power Circle Ratings Legend

J.D. Power2015 U.S. Residential Television Service Provider Satisfaction

StudySM

Customer Satisfaction Index Ranking


North Central Region(Based on a 1,000-point scale)

750

750

735

721

710

689

688

666

500 550 600 650 700 750

AT&T U-verse

DIRECTV

DISH Network

WOW! (Wide Open West)

NORTH CENTRAL AVERAGE

XFINITY (Comcast)

Charter Communications

Time Warner Cable



for consumers:




StudySM



South Region(Based on a 1,000-point scale)

777

763

758

750

729

716

713

709

699

690

682

500 550 600 650 700 750

Verizon FiOS

AT&T U-verse

DISH Network

DIRECTV

SOUTH AVERAGE

Cox Communications

Bright House Networks


Time Warner Cable

Suddenlink

XFINITY (Comcast)



for consumers:




StudySM



West Region(Based on a 1,000-point scale)

761

760

756

754

729

724

709

685

682

673

500 550 600 650 700 750

DISH Network

DIRECTV

AT&T U-verse

Verizon FiOS

CenturyLink

WEST AVERAGE

Cox Communications


XFINITY (Comcast)

Time Warner Cable



for consumers:




StudySM



738

703

700

695

679

665

500 550 600 650 700 750

Verizon

Cox Communications

EAST AVERAGE


XFINITY (Comcast)

Time Warner Cable


J.D. Power2015 U.S. Residential Internet Service Provider

Satisfaction StudySM


for consumers:



Source: J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction StudySM


Note: AT&T and Frontier Communications (formerly AT&T) are included in the study and regional averages but not ranked due to recent acquisition of AT&T wireline services in the East region


726

697

687

682

674

657

635

500 550 600 650 700 750

AT&T

WOW!(Wide Open West)



XFINITY (Comcast)

Time Warner Cable

Frontier Communications





for consumers:






749

732

708

705

703

701

694

687

675

669

635

500 550 600 650 700 750

Verizon

AT&T

Cox Communications

SOUTH AVERAGE

Suddenlink



Time Warner Cable

CenturyLink

XFINITY (Comcast)

Windstream





for consumers:







731

729

695

689

686

685

669

664

639

500 550 600 650 700 750

Verizon

AT&T

Cox Communications

WEST AVERAGE

CenturyLink


Time Warner Cable

XFINITY (Comcast)




for consumers:






Source: J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction StudySM


769

746

742

732

711

705

684

500 550 600 650 700 750

Verizon

EAST AVERAGE

Cox Communications


XFINITY (Comcast)

Time Warner Cable




for consumers:



J.D. Power2015 U.S. Residential Telephone Service Provider Satisfaction

StudySM


Note: AT&T and Frontier Communications (formerly AT&T) are included in the study and regional averages but not ranked due to recent acquisition of AT&T wireline services in the East region



758

747

740

739

720

706

699

698

500 550 600 650 700 750

AT&T

WOW! (Wide Open West)

CenturyLink



XFINITY (Comcast)


Time Warner Cable



for consumers:




StudySM


Note: Verizon is included in the study and regional averages but not ranked in the North Central region due to insufficient sample



773

765

752

750

734

732

727

727

708

703

500 550 600 650 700 750

Verizon

AT&T

SOUTH AVERAGE

Cox Communications


CenturyLink


Time Warner Cable

Windstream

XFINITY (Comcast)



for consumers:




StudySM




758

757

743

740

729

723

710

707

500 550 600 650 700 750

AT&T

Verizon

Cox Communications

WEST AVERAGE

CenturyLink


Time Warner Cable

XFINITY (Comcast)



for consumers:




StudySM


Source: J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction StudySM; J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction StudySM; J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction StudySM


J.D. Power 2015 U.S. Residential Television Service Provider Satisfaction StudySM;

J.D. Power 2015 U.S. Residential Internet Service Provider Satisfaction StudySM;

J.D. Power 2015 U.S. Residential Telephone Service Provider Satisfaction StudySM

Award-Eligible Telecom Providers Included in the Studies

Company Name CEO Name Company Address

AT&T, Inc. Randall Stephenson Dallas, Texas

Bright House Networks, LLC Steve Miron East Syracuse, N.Y.

Cablevision Systems Corporation James Dolan Bethpage, N.Y.

CenturyLink, Inc. Glen Post Monroe, La.

Charter Communications, Inc. Thomas Rutledge Stamford, Conn.

Comcast Corporation Brian Roberts Philadelphia, Pa.

Cox Communications, Inc. Patrick Esser Atlanta, Ga.

Dish Network Corp. Charles Ergen Englewood, Colo.

Frontier Communications Corporation Daniel McCarthy Norwalk, Conn.

Suddenlink Communications Jerald Kent St. Louis, Mo.

Time Warner Cable Inc. Robert Marcus New York, N.Y.

Verizon Communications Inc. Lowell McAdam New York, N.Y.

WideOpenWest Networks, LLC Steven Cochran Englewood, Colo.

Windstream Communications, LLC Anthony Thomas Little Rock, Ark.

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