How to Misuse American Customer Satisfaction Index Data to Try to Block a Merger

Adams Nager March 24, 2014
March 24, 2014

Opponents of the Comcast/TWC merger have used data from the American Consumer Satisfaction Index as mud to sling in their holy war against consolidated markets. However, the low scores reflect the complexity of the providing high-quality internet and tv and frustration over call centers, not deeply embedded problems of competitiveness. If anything, a merger would help, not hurt, company's ability to better serve consumers.