New Research: Pay TV Customers Prepared to Pay More in Return for Outstanding Experience

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Survey also finds that customers who have cut the cord with their pay TV provider would reconsider if they received one service that aggregates all content
LOS ANGELES - April 29, 2014 - At The Cable Show 2014 today, Amdocs, the leading provider of customer experience systems and services, today announced the results of new independent research that explores North American viewers' attitudes towards pay TV providers, also known as Multi-System Operators (MSOs), and their over-the-top (OTT) counterparts.

The survey finds that MSOs have clear strengths in the areas of customer experience and that by providing one service that enables subscribers to search, discover and consume their video content from both MSO and OTT sources, they can retain subscribers and drive future revenue growth. Seventy-six percent of those respondents who have cut the cord or reduced the size of their subscription stated that they would reconsider if they were given one service that aggregates all video content; 66 percent of all respondents stated they would prefer this service and of those, 40 percent would be prepared to pay more for such a service.

Other key findings include:
  • MSOs are already viewed by respondents as outperforming OTT players in terms of customer service (92 percent); content (89 percent) and video quality (83 percent), while the most complaints about OTT players' performance center on content (39 percent) and customer service (22 percent)

  • Customers are prepared to pay up to 10 percent more for outstanding experience in the areas of content (62 percent); multi-screen provisioning (44 percent), user interface (30 percent) and customer service (25 percent)

  • An ideal pay TV service would include additional services such as video gaming (23 percent); social media (21 percent); music (18 percent) and user-generated content (17 percent)

  • Exactly half of consumers polled would like to pay only for the channels or content they watch; 19 percent want a basic package plus only the channels and content they watch, and 31 percent want a one-size-fits-all package. Thirty-one percent also said they wanted this one-size-fits-all package as part of a larger bundle of communication services

"The survey shows that in this challenging time for the pay TV market, including competition from OTT players leading to cord cutting and cord shaving and the need to deliver a next-generation TV experience, MSOs have some clear strengths that can be leveraged both in terms of customer experience and the actual viewing experience," said Nizar Assanie, vice president of IE Market Research Corp, the global market research and business strategy consulting firm focusing on the communications industry that conducted the survey. "By understanding customer preferences for every aspect of the customer experience ‒ from selling and billing to support and consumption – MSOs can leverage their strengths and emerging services to retain their customers and drive growth. People are looking towards their MSOs to be the single source of their video and entertainment consumption."

"In order to stay ahead in today's competitive environment, MSOs need a product suite such as Amdocs CES 9.1 that encompasses the ability to deliver an outstanding customer experience and drive more revenue as well as meet the complex packaging demands of the modern consumer," said Rebecca Prudhomme, vice president for product and solutions marketing at Amdocs. "The combination of Amdocs' CES 9.1 portfolio, strategic partnerships and services enables MSOs to deliver next-generation TV experiences that ensure MSOs can capitalize on all aspects of the viewing experience."

The survey polled almost 750 consumers who use pay TV and/or OTT services in North America.

Visit Amdocs at The Cable Show 2014, Booth 1613.

Supporting Resources

About Amdocs
For more than 30 years, Amdocs has ensured service providers' success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.3 billion in fiscal 2013, Amdocs and its 21,000 employees serve customers in more than 70 countries.  

Amdocs: Embrace Challenge, Experience Success.

For more information, visit Amdocs at

Amdocs' Forward-Looking Statement
This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs' ability to grow in the business markets that it serves, Amdocs' ability to successfully integrate acquired businesses, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future; however, the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company's filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2013 filed on December 09, 2013 and our Form 6-K furnished for the first quarter of fiscal 2014 on February 11, 2014.

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