Charter disputes survey.(Charter Communications on J.D. Power and Associates Cable/Satellite TV Customer Satisfaction Study)(Brief Article)(Statistical Data Included)

Broadcasting & Cable, September, 1999 by Colman, Price

Charter Communications is far from satisfied with this year's J.D. Power and Associates Cable/Satellite TV Customer Satisfaction Study. After ranking sixth out of 15 participants and scoring 100--right at the industry average--in the 1998 study, Charter fell to 13th and scored 91, well below the industry average of 103 in the 1999 study.

Sensing something out of whack, Charter executives took a closer look at the hefty $38,500 study. Their chief complaints: * The total sample of 10,266 respondents included only 141 Charter customers, a relatively small number in statistical terms. * At least five of the respondents claiming to be Charter customers were from states where Charter has no operations. * Charter executives also questioned...

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