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Time Warner Cable on bottom of consumer satisfaction index

Time Warner Cable holds the bottom two spots in the latest list of companies in the American Customer Satisfaction Index.

Time Warner Cable’s Internet services are the lowest-rated in the index, which regularly tracks customer satisfaction for 229 companies in a range of industries, from banking to food to energy.

The company’s TV services hold the next-to-last spot on the list, a year-end annual compilation of best and worst company rankings.

Tine Warner Cable, which earlier this year announced a proposed $45 billion merger with Comcast, has come under scrutiny for cable price increases. Earlier this month, the company announced it was increasing fees and adding a new $2.75-per-month fee for sports programming.

The company has a major Charlotte administrative office and about 3,140 employees in the local market. It serves about 50 percent of local households.

In a statement, Time Warner spokesman Scott Pryzwansky said the company is investing heavily in customer satisfaction, from adding new channels and mobile apps to expanding weekend and evening appointments.

“We are investing nearly $4 billion into our network and operations in 2014 alone to provide faster speeds, new set-top boxes and better overall customer experiences,” Pryzwansky said.

Industries that rank poorly on the index typically fall short on customer service issues, according to ACSI managing director David VanAmburg.

“Pricing is not hugely different from one company to the next,” VanAmburg said. “It’s usually a long history of customer service problems. That’s what’s going to land any service provider on the bottom.”

ACSI, based in Ann Arbor, Mich., surveys more than 70,000 households randomly via telephone and email, and scores companies based on responses.

Time Warner Cable, which has been tracked since 1994, scored a 56 for TV services on a 100-point scale. Its Internet Service Provider sector scored a 54.

Other communications companies on the list include Verizon Wireless (75), AT&T U-verse (69), Comcast – TV (60), and DISH Network (67).

Topping the index is Amazon, with a score of 88 on a 100-point scale.

Here’s how other companies with Charlotte ties fared in the index, on a 100-point scale:

•  Lowe’s (based in Mooresville): 82



• Electrolux (North American headquarters based in Charlotte): 79



• Duke Energy: 77



• MetLife (U.S. retail operation in Charlotte): 76



• Wells Fargo (East Coast headquarters in Charlotte): 72



• Bank of America: 69



• US Airways (merged with American Airlines last year): 66



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