Monday, August 29, 2016

Sunday, Sunday

Along with reading the Sunday newspaper, CBS Sunday Morning is a favorite in our household. Click on the video above for a short report on a streaming pay TV customer satisfaction survey conducted by JD Power. The report mentions four categories: "cord cutters", those who have cancelled TV service, "cord nevers", those who have never subscribed to pay TV and only subscribe to a streaming video service, "cord shavers", those who still subscribe but now to a downgraded TV service, and "cord stackers", those who keep pay TV but also use streaming.  From the report:
The inaugural study measures overall satisfaction among customers who have used a subscription- or transaction-based streaming video service within the past six months. The study measures customer satisfaction by examining six key measures (listed in order of importance): performance and reliability; content; cost of service; ease of use; communication; and customer service. Scores for each measure are reflected in an index based on a 1,000-point scale.
The measures for "cutters", "nevers", "shavers", and "stackers" are 802, 807, 822, and 826. Here is a frame from late in the video that reports on the right most bar "stackers" as it relates to the other categories."

It's clear that that Sunday Morning is in sore need of knowledgeable graphics editors. Perhaps their artists make their charts telegenic by filling them up with what we would call "chart junk", but in ignoring the proper representation of the data, they are presenting false and misleading images. The numbers are said to be represented here, are again, 802, 807, 822, and 826. The second bar from left almost looks twice as tall as the left-most bar and not a bar that should only be about 0.6% taller. The third bar from the left looks about 3 times taller than the left-most bar and it should only be about 2.5% taller. Finally, the right-most "cord stackers" bar should be under 3% taller, not over 4 times taller! Yes, they give a grid background to judge the sizes, but they are misleading sizes to judge. The 'smiley' satisfaction faces are probably the most reliable description of the data: The satisfaction scores are amazingly the same. From smallest to largest they vary by less than 3%.

Here are the data shown on the graph and then a more accurate rendering (without the chart junk).

Not much difference in satisfaction across all type customers.

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