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Thread: iTunes Store Video Service Beats Out Competition in U.S. Customer Satisfaction

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  1. #1
    MMi Staff Writer Akshay Masand's Avatar
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    Default iTunes Store Video Service Beats Out Competition in U.S. Customer Satisfaction


    The results of a recently released consumer survey show that iTunes’ video store is at the top of a 22-company list that includes other content delivery heavyweights such as Amazon, HBO and Netflix. The customer service analytics research firm, ForeSee’s Mobile Satisfaction Index: Media and Entertainment Edition for 2013 found iTunes to be the top digital video consumption platform in America, scoring 80 out of 100 points. The average for the category ended up being 78.

    Trailing iTunes were video streaming services such as HBO Go and Netflix, both of which rated 79 points. In third with 78 points was Amazon Instant, with Crackle and Hulu Plus both managing 75 on the scale.

    Although iTunes isn’t a true streaming service, Apple’s solution does stream content through iOS devices. ForeSee found it “germane and prudent” to include iTunes in the study. According to the study:

    iTunes is the de facto experience when consumers are using Apple's iOS platform. The iTunes app comes pre-installed on iPhones and iPads. It is a significant market advantage that users do not have to elect to download the app. Also, it provides guidance to other content and media apps since the iTunes app's user experience has become the standard for how other apps look, feel, and behave. Millions of consumers then actively choose to engage with iTunes to download content.
    The fact that iTunes requires at least a section of a TV show or movie to buffer before playing was a huge factor in the survey’s results as respondents were most critical of load times and stream quality. ForeSee President and CEO Larry Freed said the following regarding the topic:

    With the fast pace of consumer adoption of smartphones and tablets, companies need to recognize the mobile platform is at least as important as the desktop web environment. These mobile benchmark scores suggest there is much work to be done. Companies see the opportunity and they are trying to move fast, but they must be sure to do things the right way to meet the expectations of customers or risk turning them away to competitors.
    Do you use any of the content delivery services? If so, which ones and what do you think of them?

    Source: ForeSee

    Twitter: @AkshayMasand

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    iPhone? More like MyPhone
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    Wow I use all but HBO GO out of this list.

    I use Hulu and Netflix the most and Amazon and iTunes and Crackle when I find something good. Don't have Cable so I can't get HBO GO.

  3. #3
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    Is it a perfect survey with no sampling error? You're supposed to say these kinds of things.

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