As its customer satisfaction eroded by 7% over the past year, revenue increased by 12%." The ACSI analysis also addresses this contradiction, stating that "Such pricing power usually comes with some level of monopoly protection and most cable companies have little competition at the local level. Analysis of the surveys states that "Comcast is one of the lowest scoring companies in ACSI. Comcast's customer service rating by the ACSI surveys indicate that the company's customer service has never improved since the surveys began in 2001. The ACSI indicates that almost half of all cable customers (regardless of company) have registered complaints, and that cable is the only industry to score below 60 in the ACSI. In 20, the American Customer Satisfaction Index (ACSI) survey found that Comcast had the worst customer satisfaction rating of any company or government agency in the country, including the Internal Revenue Service. Low customer satisfaction Comcast service van, Ypsilanti Township, Michigan Comcast has also been widely criticized, most publicly by Netflix, for its position against net neutrality, the principle that all traffic on the internet should be treated equally. Comcast has also had several customer service scandals, the most notorious of which featured a representative not allowing a customer to cancel his service. Customers of the telecommunications company report low levels of customer satisfaction on both service and cost. A number of different controversies and criticisms have surrounded Comcast for various reasons over its recent history.
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