ENGLEWOOD, Colo., Sept. 26, 2019 /PRNewswire/ -- Today, DISH
earned the J.D. Power accolade of being #1 in Overall Customer
Satisfaction, for the second year in a row, in the U.S. Television
Service Provider Satisfaction Study. This marks the first time a
TV-provider has won all J.D. Power awards for best customer
satisfaction, nationally and regionally.
DISH rose above the competition in customer satisfaction,
scoring 17 points over the nearest competitor in the national
segment, and 31 points over the national overall satisfaction
average compared to other TV-providers. DISH also leads the
industry in six of the key study factors including Performance and
Reliability, Cost of Service, Communications and Promotions,
Billing and Payment, Features and Functionality, and Customer
Service.
"We are grateful to our customers for not only giving us
feedback, but for trusting us to deliver on our commitment of being
'Tuned in to You,'" said Brian
Neylon, group president of DISH. "Of course, this requires
an incredible team willing to set challenging service goals to
exceed customer expectations. Thank you to our dedicated employees
who help DISH provide a premium entertainment experience."
"Over the past several years, we have built our 'Tuned in to
You' brand promise from our historical strength of listening to
customers," said Neylon. "This award, which reflects the voice of
thousands of customers, is proof to us that our focus on delivering
the best technology, service and value is resonating."
Best Technology
DISH is the first brand to win J.D.
Power's Features and Functionality factor, solidifying the
company's leadership in innovation and technology. Year over year,
DISH strives to lead the industry with advanced technology designed
for easy customer use.
- Google Assistant: This year, DISH introduced a new
voice control integration with the Google Assistant on Hopper
family receivers, allowing customers to access the Assistant
directly from the DISH voice remote. Customers can use the DISH
voice remote to ask the Assistant questions related to what they're
watching, as well as receive weather updates, find nearby
restaurants, view photos on the screen, control smart home devices
and more.
- DISH Anywhere: Hopper customers have the ability to
watch 100 percent of their live and recorded content, plus
thousands of on-demand titles, from any location on
internet-connected mobile devices, including smart phones, tablets
and computers, and televisions via Amazon Fire TV and Android
TV.
- AutoHop and PrimeTime Anytime: DISH continues to improve
its breakthrough services like AutoHop, which automatically skips
TV commercials, and PrimeTime Anytime, which automatically records
all primetime shows on major networks.
- Technology integrations: The Hopper family of receivers
seamlessly integrates with popular apps including Netflix, YouTube
and Pandora to make it a true entertainment hub.
"Our product team is relentless in pursuing innovation and
improving the experience for our customers, so receiving
recognition in the Features and Functionality factor of the J.D.
Power study demonstrates that we're pioneering the industry and
gaining momentum," said Neylon.
Best Customer Service
DISH continues to make notable
strides in customer service with its MyDISH app, investment in its
Base Camp internal training program and initiatives designed to
serve customers in home.
- The MyDISH app gives customers 24/7 access to their account,
where they can manage programming, pay their bill, get quick
support and order entertainment right from their personal device.
Featured on the app, the My Tech tool focuses on delivering the
best experience by allowing customers to map the arrival of their
DISH technician and receive information about the technician,
including name, picture and current location.
- Unique to DISH, Base Camp is a month-long, hands-on training
program that puts all corporate team members in the shoes of
front-line employees. They spend time and perform activities with
customer-care and sales agents, and in-home technicians to better
understand how DISH best serves its customers.
Earlier this year, in the J.D. Power 2019 U.S. Telecom In-Home
Service Technician Study, DISH In-Home Services ranked #1 in
Customer Satisfaction for the second year in a row. DISH received
top rankings in all factor categories including Quality of Work,
Courtesy and Professionalism of Technician, Timeliness of
Completing Work, and Scheduling an Appointment. With three decades
of experience, DISH's in-home technician force helps people with
millions of devices each year – TV, audio, smart home devices,
appliance care and more.
Best Value
DISH aims to provide customers with choices
at an incredible value – at home and on-the-go. DISH customers get
the best rate with a two-year price guarantee, with the ability to
customize their programming packages anytime along the way. DISH
gives the option to lower each bill by $12 per month by removing local broadcast
channels. Across the nation, these channels are available via an
over-the-air antenna at no cost, and can be integrated into the
Hopper guide.
In 2018, DISH received J.D. Power's award for being #1 in
Overall Customer Satisfaction. DISH also led the industry in four
out of the six study factors including Performance and Reliability,
Cost of Service, Billing and Payment, and Customer Service.
For more information, visit www.dish.com.
About DISH
Since 1980, DISH has served as the
disruptive force in pay-TV, driving innovation and value on behalf
of consumers. By listening to customers and taking bold steps to
make TV better, DISH's award-winning entertainment technology and
in-home installation services remain unmatched by competitors. DISH
continues to push the industry forward with its over-the-top
television service, Sling TV. DISH Network L.L.C. is a wholly owned
subsidiary of DISH Network Corporation (NASDAQ:DISH), a Fortune 250
company. Visit www.dish.com.
Subscribe to DISH email alerts: about.dish.com/alerts
Follow @DISHNews on Twitter: twitter.com/DISHNews
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