Cable & Wireless Communications (CWC) was the only company to suffer a drop in its customer satisfaction ratings in a survey of all pay-TV operators, writes Alice Macandrew.
Conducted by market information firm JD Power and Associates, the study showed that CWC customer satisfaction ratings dropped from an index of 94 at the start of last year to 91 this year - significantly below the industry average of 100.

CWC rival NTL came out top of the poll, based on the responses of 1,200 pay-TV customers, with customer satisfaction ratings of 102. It narrowly beat multi-channel rivals BSkyB and Telewest, both of which scored 101.

The most influential driver for customer satisfaction was found to be variety in programming packages, with customer care coming a close second.

The cable companies collectively made inroads into BSkyB's dominance of the pay-TV market last year with three out of five new pay-TV subscribers choosing cable over satellite.