Bloomberg reports that Netflix took a huge hit in the American Customer Satisfaction Index.
Satisfaction with Netflix, the online and mail-order video service, slid 14 percent to 74 from a year earlier on a scale of 0 to 100, according to the American Consumer Satisfaction Index. That was below the 76.1 rating of all retailers and one of the biggest drops in more than 16 years of tracking, Ann Arbor, Michigan-based ASCI LLC said in a statement.
About the survey:
The American Consumer Satisfaction Index is based on interviews and a model developed at the University of Michigan that maps customer expectations, perceived quality, value and satisfaction against customer complaints and customer loyalty.
I can certainly see why satisfaction with Netflix has dropped. In the past 6 months I have seen an ever-increasing number of DVDs on my Queue immediately go to "short wait, long wait or very long wait." These are NOT new releases, but non-descript movies or documentaries. I suspect Netflix is trying to save money by not purchasing the quantities of DVDs they did in the past. With more people streaming, you would think the wait times would go down, but in fact the opposite has occurred. If Netflix continues to frustrate members like this, eventually, as the satisfaction level goes down, so too does the paid membership. As my wife says, "this is ridiculous."
Posted by: john nicholson | February 24, 2012 at 11:29 AM
In addition to the long waits for dvd's, the streaming movie select via "Starz Play" is a joke. There are too many VERY OLD westerns and very old TV shows, like Perry Mason", have individual episodes appearing as movies on the listings.
Posted by: Roger | February 25, 2012 at 08:05 PM